Customer Remediation AnalystCommonwealth Bank of Australia, Sydney, Australiax 3 Fixed Term roles available - 12 month fixed term role for (internals), 12 month fixed term role for (externals)Business Bank (BB) offers a wide range of services and solutions to our small to medium business, large enterprise customers, and regional and agribusiness customers.The Everyday Business Banking (EBB) Customer & Risk team is accountable for Domestic and International solutions, Merchants and Payments, Business Lending, Asset Finance, Digital and Customer Experience. The team is also responsible for the delivery of analytical capabilities to support our business customers.The BB EBB Customer & Risk team is an integral line 1 function that supports all business product teams to meet their strategic objectives. The team is also accountable for assisting Business product teams with managing their product risks. We do this by effectively identifying, understanding, managing, and controlling risks in order to maintain Business Banking's overall risk appetite. The team is also accountable for customer remediation on product incidents.Impact and Role Contribution:The objective of the role is to complete an end-to-end review of BB Customer accounts that potentially require remediation, ensuring the correct remediation paths and details are correctly captured in line with the business banking customer remediation guiding principles. The role will ultimately ensure we are correcting any contractual issues and refunding to the customer what is rightfully theirs.Your Responsibilities:Undertake analysis of business customer accounts to understand inconsistencies and recommend remediation pathsCapture, report and share insights of emerging trends with customer accountsCapture and report key insights that will deliver control upliftsLiaise with remediation analysts to ensure appropriate action items are agreed and implementedIdentify and raise gaps in bank policy and procedures to ensure expectations are clear and they enable frontline to adhere to required obligationsMaintain strong working relationships with key internal stakeholders and direct team membersAdhere to Business Banking Customer Remediation guiding principles, agreed review approach, procedures and compliance obligationsPerform internal review campaigns, delivering insights and recommendationsAssist with the ongoing development to streamline the E2E case management reviewInherent knowledge of & input into design of standard operating proceduresUndertake 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 requirementsAdhere to the Code of Conduct, which sets the standards of behaviour, actions and decisions we expect from our peopleWe'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 risksCommercial orientation, a pragmatic approach and a passion for problem solvingExceptional written and oral communication skillsPrior experience in a fast-paced processing environmentGood organisational and time management skillsBroad understanding of banking products, contracts, processes and systems that underpin theseSelf-motivated & proactive styleAttention to detail and ability to understand complex account structuresSound understanding of ExcelBanking experience highly regardedGroup operations or Banking frontline experience is highly regardedDegree in finance highly regardedAbility to strengthen the Risk Management framework through the implementation of improved monitoring processesYour Career:If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role. The Code of Conduct guides our decision making so we can do what's right in every situation.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.Advertising End Date: 05/11/2024
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