Customer Remediation Analyst

Title: Customer Remediation Analyst

Location: Sydney Australia

time type

Full time

job requisition id

REQ249547

Job Description:

• Full-Time Permanent Opportunities - 6 Roles Available

• Hybrid Working

• Sydney Based

See yourself on our team

Business Bank (BB) offer a wide range of services and solutions to our small to medium business, large enterprise customers, and regional and agribusiness customers.

BB Remediation is a remediation Centre of Excellence (CoE) within EBB. This team is responsible for the management and execution of remediation activity. Remediation activity can range from simple customer payments to large complex projects covering multiple product lines and business units. It has the accountability of performing the remediation activities and restoring the position of impacted customers, had the error/s not occurred, from any loss or disadvantage suffered arising from an Incident or Systemic Customer Issue.

Do work that matters

The Specialised Review (SRT) supports Triage and Delivery of the remediation ensuring accuracy of the scope and manual reviews where automated scripts are unable to provide the outcomes required for accurate customer remediations.

More specifically you will:

• Undertake analysis of business customer accounts to understand inconsistences and recommend remediation paths

• Capture, report and share insights of emerging trends with customer accounts

• Independently review remediation and refund activities to ensure compliance with principles and procedures

• Capture and report key insights that will deliver control uplifts

• Document the review result, provide feedback and support training sessions

• Liaise with remediation analysts to ensure appropriate action items are agreed and implemented

• Identify and raise gaps in bank policy and procedures to ensure expectations are clear and they enable frontline to adhere to required obligations

• Maintaining strong working relationships with key internal stakeholders and direct team members.

• Adhere to Business Banking Customer Remediation guiding principles, agreed review approach, procedures and compliance obligations

• Perform internal review campaigns, delivering insights and recommendations

• Ability to document process for complex reviews where required in the form of standard operating procedures (SOPs).

• Support the broader remediation team including Triage, Analysis, Remediation Portal and Process Improvement teams where required

• Undertake any other tasks assigned by your Manager that you have the capability to perform safely in line with relevant internal Bank policies and external regulatory requirements.

• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people

We're interested in hearing from people who have:

• Risk Mindset - All CommBank employees are expected to proactively identify, understand, openly discuss and act on current and future risks.

• Commercial orientation, a pragmatic approach and a passion for problem solving

• Exceptional written and oral communication skills

• Good organisational and time management skills

• Broad understanding of banking products, contracts, processes and systems that underpin these products

• Self-motivated & proactive style

• Attention to detail and ability understand complex account structures

• Sound understanding of Excel

• Group operations or Banking frontline experience is highly regarded

• Ability to strengthen the Risk Management framework through the implementation of improved monitoring processes

If this sounds like the role for you, apply today!

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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