You're part of the Chief Customer Office. Or CCO as we like to call it. We're a customer-obsessed bunch, committed to helping all Australians own their own home. Together, we manage the entire customer experience. From attracting new customers through our strong brand and clever propositions, to retaining them and making them brand advocates through our award-winning service and support.
Your team
In this role as a Business Analyst, you will play a key role in strengthening front line accountability for risk management, providing thought leadership, advice and challenge in the management of risks, obligations and controls, and overseeing adherence to risk appetite.
Your role will be dedicated to driving and supporting customer remediation activities, helping us put things right for customers when things have gone wrong.
This role will be based in our Sydney or Brisbane CBD office.
This is a full-time permanent position.
Your impact and contribution Working with a wide range of stakeholders (including Product, Data, Legal/Compliance, Marketing, Finance), you will be responsible for the end-to-end delivery of customer remediation activities. This process involves performing deep dives into incidents to gain a complete and accurate understanding of the remediation problem, ensuring that the scope is clearly defined, sufficiently documented and supported by appropriate evidence. You will work with stakeholders to develop a methodology for the remediation, work with data analysts to ensure all impacted customers have been correctly identified and then work with operations teams to drive customer payments and communications. Across all of these activities, you will ensure we have robust and clearly articulated artefacts recording our key decisions and the actions taken in delivering the remediation. You will also play a part in the continuous improvement of our remediation practices, helping to refine and optimise the way in which we work and always putting the customer first in everything we do.
Your role
Your responsibilities will include:
• Conduct incident investigation, including root cause analysis and validation of fixes
• Working with stakeholders and SMEs, define and document the scope of the remediation activity (including impact period, products, systems, etc) and develop a remediation methodology to appropriately compensate impacted customers
• Work with and supporting our data analysts to ensure accurate identification of impacted customers and correct application of the remediation methodology. This can include performing some peer-review activities over data extractions and, where necessary, iteration of data query parameters/logic.
• In conjunction with Marketing and other stakeholders, draft customer communications to explain what has happened and how we are fixing it
• Work with our operations teams to facilitate customer payments and ensuring proper reconciliation of these activities to ensure completeness and accuracy
• Taking ownership of risks and issues that arise across the remediation delivery lifecycle and ensuring that controls are being implemented
• Provide input into management reporting, including period updates as well as provision requests
• Actively contribute to our continuous improvement activities, generating ideas and options as to how we can work more efficiently and optimise outcomes for our customers
Your experience
• 3+ years in a comparable role in financial services customer remediation (essential)
• In-depth retail banking product knowledge (highly desirable).
• Proficiency in defining problem statements, root cause analysis, process mapping, control implementation, delivering system change and process improvement.
• Demonstrated ability to effectively manage, prioritise and implement change.
• Ability to build strong working relationships at all levels and influence key value chain
stakeholders to promote effective incident management and compliance.
• Awareness of related industry and governance standards (e.g. Regulatory Guide 277).
• Relevant tertiary qualification in Project Management, Business, Finance or Risk Management (desirable).
A little bit about us…
For over 75 years, we've been putting our customers first, and today we look after the financial needs of more than 380,000 Australians. We have recently changed our name from CUA to Great Southern Bank but we remain customer-owned and firmly focused on helping all Australians own their own homes.
We're ambitious and as we continue to grow, we are investing significantly in technology, products, and people. We have a culture that's fun, approachable, and supportive - allowing our team members to be their best every day, whether that's at work or at home.
We're hugely excited about the journey ahead and are looking for talented and enthusiastic people who want to be part of a winning customer team. If you are motivated, energetic, and dedicated to helping our customers achieve the great Australian dream, we want to hear from you!
Questions? Get in touch with our Talent Acquisition Specialist Danielle Moore –
At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging, are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day.
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