We are looking for a Senior Case Manager to join our Customer Care team on a full-time basis 2 x 12 month secondments See yourself in the team: Our Customer Care team is dedicated to delivering amazing customer experiences. We are responsible for handling a range of customer complaints – from simple to extremely complex. We use advanced investigation, problem-solving and negotiation skills to improve customer experience, deliver fair outcomes and repair relationships. A Senior Case Manager handles dispute resolution, enhances the Bank's image, and identifies system issues or trends. We also assist customers facing social challenges like Domestic and Family Violence, gambling harm, hardship, language barriers, and other difficulties. Do work that matters: Quickly assess internal and external files, make critical decisions, and confidently explain your reasoning. Maintain the department's positive image by handling customer enquiries and complaints promptly, using effective complaint-handling skills to provide the best solutions. Engage with Senior Management to present findings and secure funding approval. Liaise with customers, Bank staff, management, and external bodies like the Australian Financial Complaints Authority (AFCA) and Australian Consumer and Competition Council (ACCC). Use diplomacy and influencing skills to ensure outcomes are reached amicably and without resentment, while keeping the Bank's requirements and guidelines in mind. "Close the loop" by providing feedback to leaders to assist them to develop and coach their teams to avoid future complaints. Identify and help deliver on continuous improvement ideas. We're interested in hearing from people who have Sound problem solving skills with the ability to investigate issues thoroughly and provide sound recommendations in a timely manner. The ability to build rapport with a wide range of customers and colleagues, as well as other internal and external stakeholders. Excellent written and verbal communication skills. A demonstrated passion for supporting vulnerable customers, including those who suffer with mental illness, physical illness, alcohol and drug addiction, homelessness, and cognitive impairment. Once fully trained and meeting requirements, team members can work from home up to 50% of the time. Are you passionate about supporting customers in vulnerable circumstances? Do you pride yourself on your emotional intelligence/empathy? Do you adapt to change and are you open to tackling new challenges? Are you comfortable having conversations with customers who are in difficult personal situations? 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. Advertising End Date: 18/04/2026