Group Customer Advocacy and Vulnerability (GCAV) supports CommBank’s Group Customer Advocate and is the voice of our customers and communities - making sure they’re heard, understood and treated fairly – particularly those in vulnerable circumstances.
Within GCAV, the Customer Vulnerability team’s role is to support the Group in meeting its obligations to provide extra care to customers in vulnerable circumstances under the Banking Code of Practice. We work with teams across the Group to ensure we all consistently identify and support customers with extra care when they need it most. We achieve this through ownership of the Group’s Customers in vulnerable circumstances procedure and supporting resources including the Customer Care Guide and Extra Care Guide.
Do work that matters
This role will primarily involve providing SME guidance on customer vulnerability, including financial abuse as part of CommBank Next Chapter, to improve the experiences of our customers when they’re most in need. It will also involve supporting the Group Customer Advocate’s projects, initiatives and BAU activities more broadly Vulnerability and GCAV more broadly. Your contribution through these activities will positively impact the Group’s ability to build a brighter future for all.
Responsibilities
Develop a compelling focus and narrative on customer vulnerability so that it is embedded across our culture, training, storytelling, and strategy.
Create internal educational content to improve capability and understanding of vulnerability. via the Customer Care Guide and Extra Care Guide.
Support the Group in meeting its obligations under the Banking Code to customers experiencing vulnerability. commitments to vulnerable customers.
Improve the lived experience of vulnerable customers in vulnerable circumstances by prioritizing considering their needs in product, service, and process design.
Provide SME guidance on customer vulnerability and, Domestic Family Violence, and financial abuse, in the context of domestic and family violence.
Contribute to projects, initiatives, and BAU activities as required by the Group Customer Advocate.
We are interested in hearing from people who have:
The ability to understand complex customer scenarios and articulate solutions.
Advanced written, verbal, and interpersonal communication skills.
Critical thinking and decision-making capabilities.
Experience with vulnerability and/or domestic and family violence, including financial abuse.
Excellent organisational and time management skills.
Application of leadership principles and Group Values.
Knowledge of the Banking Code of Practice, Part B1 & B2.
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.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Commonwealth Bank Sydney, New South Wales, AUS Office
Sydney, New South Wales, Australia
