Customer Remediation Analyst

Join to apply for the Customer Remediation Analyst role at Commonwealth Bank Get AI-powered advice on this job and more exclusive features. Full‑Time Permanent Opportunities – 6 Roles Available Hybrid Working Sydney Based 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. BB Remediation is a remediation Centre of Excellence (CoE) within EBB. The team manages and executes remediation activity, ranging from simple customer payments to large complex projects across multiple product lines and business units. It is accountable for restoring the position of impacted customers, preventing loss or disadvantage arising from incidents or systemic customer issues. Do work that matters. The Specialised Review (SRT) supports triage and delivery of remediation, ensuring accuracy of scope and manual reviews where automated scripts cannot provide the required outcomes. More specifically you will: Undertake analysis of business customer accounts to understand inconsistencies and recommend remediation paths Capture, report and share insights of emerging trends with customer accounts Independently review remediation and refund activities to ensure compliance with principles and procedures Capture and report key insights that will deliver control uplifts Document the review result, provide feedback and support training sessions Liaise with remediation analysts to ensure appropriate action items are agreed and implemented Identify and raise gaps in bank policy and procedures to ensure expectations are clear and enable frontline staff to adhere to required obligations Maintain strong working relationships with key internal stakeholders and direct team members Adhere to Business Banking Customer Remediation guiding principles, agreed review approach, procedures and compliance obligations Perform internal review campaigns, delivering insights and recommendations Document the process for complex reviews in the form of standard operating procedures (SOPs) Support the broader remediation team including triage, analysis, remediation portal and process improvement teams where required Undertake any other tasks assigned by your Manager that you can perform safely in line with relevant internal bank policies and external regulatory requirements Adhere to the Code of Conduct, which sets the standards of behaviour, actions and decisions we expect from our people We’re interested in hearing from people who have: Risk mindset – proactively identify, understand, openly discuss and act on current and future risks Commercial orientation, pragmatic approach and passion for problem solving Exceptional written and oral communication skills Good organisational and time‑management skills Broad understanding of banking products, contracts, processes and systems that underpin these products Self‑motivated and proactive style Attention to detail and ability to understand complex account structures Sound understanding of Excel Group operations or banking frontline experience highly regarded Ability to strengthen the risk‑management framework through improved monitoring processes If this sounds like the role for you, apply today 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 . Advertising End Date: 14/12/2025 Referrals increase your chances of interviewing at Commonwealth Bank by 2x. #J-18808-Ljbffr