Customer Relations Manager | Customer Relations Specialist
Core
Investigate and resolve escalated customer complaints, manage external dispute resolution (AFCA) matters, and drive continuous improvement in customer experience processes.
Role type
Senior IC customer relations manager (complaint resolution & dispute resolution)
Builds
Fair, timely outcomes for customers across banking, lending, collections, and digital platforms
Domain
Banking & Financial Services
Deliverable
client delivery
Required skills
complaint investigation, AFCA dispute resolution, stakeholder negotiation, regulatory risk assessment, process improvement, complex issue resolution
Preferred skills
experience in banking/lending/collections/scams, legal or financial advice background
Technologies
NetBank, CommBank App, CommBiz
Responsibilities
Investigate and resolve internal and escalated customer complaints; represent the bank in AFCA dispute resolution; prepare high-quality submissions; identify root causes and drive process improvements; negotiate with customers and internal stakeholders; mitigate regulatory and reputational risks.
Seniority
Senior, hands-on IC