You are a customer-focused individual who is compassionate and caring

We are a dedicated team who oversee the more complex and sensitive complaints handling for CommInsure

Together we will provide a fair outcome and experience for our customers

We offer flexible working arrangements with a mix of working from the office and home

Do work that matters

As a Customer Relations Consultant, your role will ensure an outstanding customer resolution experience throughout the investigation and resolution of a complaint. You will proactively drive business improvement and protect CommInsure from emerging issues by leveraging proprietary insights, effective processes and building key relationships with stakeholders.

See yourself in our team

The Customer Relations Team oversees complaint handling for CommInsure and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.

You will be joining a positive, enthusiastic and customer oriented team with a strong sense of purpose and drive that works with the customer to provide a fair outcome and experience with compassion and care.

On any given day

Key responsibilities of the role include:

Efficient investigation and resolution of both customer complaints and complaints from external agencies

Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes

Contribution to continuous improvement ideas and processes to refine the customer experience

Engaging and providing feedback to key stakeholders within CommInsure on opportunities for process and product improvements

Understanding community expectations and having a risk-conscious mindset when investigating the issues raised

Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions

Proactively manage the relevant regulatory and compliance obligations as they impact the quality of complaint resolution

Total commitment to an outstanding customer contact experience

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

A strong customer focus, with demonstrated experience in a customer facing role

Exceptional negotiation skills

Excellent communication skills, both verbal and written

A commitment to do what’s fair and ethical

Strong time management skills, with the ability to prioritise effectively and manage competing priorities

Candidates with Insurance experience are encouraged to apply

Experience in customer dispute resolution and complex complaint management

An eagerness to think outside the box – both in terms of solutions to complex complaints and process improvement

Resiliency as the ability to bounce back from challenging interactions and manage through complexity and uncertainty is necessary to be successful in the role.

Commonwealth Bank of Australia (CBA) has recently announced that it has entered into an agreement to sell CommInsure Insurance Limited (CIL), to the Hollard Group, and establish an exclusive 15-year partnership, for the distribution of home and motor vehicle insurance products to CBA’s retail customers.

Hollard and CBA have a shared vision for the future of general insurance, the potential for better customer outcomes, and an exciting role for digital innovation. This long-term partnership brings together CBA’s number one mobile banking app and Australia’s largest branch network together with Hollard’s innovative insurance products and enhanced claims technology, to deliver excellent experiences for our customers. Hollard is an award-winning “employer of choice” and has detailed plans for investing in and growing the GI business.

The completion of the sale remains subject to approval from the Australian Prudential Regulation Authority (APRA) and is anticipated to occur on 30 September 2022. As this role is in the CIL business, the successful candidate will be employed by CIL and will be initially owned by the CBA Group. However, on sale completion, you will remain employed by CIL, but be under new ownership, as part of the Hollard Group.

The health and safety of our people, customers and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID-19. Please speak to us if you have any questions about this based on your individual circumstances

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

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