MidFull TimeEN
* This is a 12-month secondment if internal to CBA/fixed-term contract if external to CBA.
At Group Customer Relations (GCR), we’re the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience.
GCR handles complaints across CBA’s diverse product suite—home, personal and business lending, financial advice, banking products, scams and disputes, as well as our digital platforms like NetBank, CommBank App, and CommBiz. We work flexibly in a hybrid model, with the team spending a minimum of 40% of their time in the office each month.
Do work that matters
As a Customer Relations Specialist or Customer Relations Manager, you’ll play a critical role in delivering an exceptional resolution experience for our customers. You’ll investigate and resolve complaints with care and precision, while proactively identifying opportunities for business improvement and protecting the Group from emerging risks. This is a role where your insights and relationships will make a real difference.
See yourself in our team
You’ll join one of two specialist teams within Group Customer Relations (GCR):
Critical and Complex Complaints Team
The Critical and Complex Complaints Team manages high‑risk, sensitive, and escalated matters involving complex legal and regulatory issues, including disputes referred from Executive Offices, Group Marketing, Group Legal, Government Affairs, the Australian Financial Complaints Authority (AFCA) and other external stakeholders. The team also provides specialist support to customers experiencing vulnerability, ensuring complaints are handled with empathy, urgency, and consistency. Operating in a dynamic regulatory environment, the team delivers proactive, detailed, and customer‑centred outcomes, supported by comprehensive training and multidisciplinary collaboration to confidently respond to diverse and complex customer needs.
Collections Team
The Collections Team is responsible for investigating and resolving internally escalated customer complaints, matters referred by the Australian Financial Complaints Authority (AFCA), and complaints submitted on behalf of customers by Financial Counsellors. The team manages complex cases involving financial hardship, lending concerns, credit reporting issues, and matters requiring a high level of care, discretion, and sensitivity—particularly where customer vulnerability is present. You’ll be joining a supportive, motivated, and customer‑focused team united by a strong sense of purpose and a commitment to improving the financial wellbeing of our customers and the wider community.
Key responsibilities of the role include
We're interested in hearing from people who have
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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Advertising End Date: 18/05/2026
