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Analyst Control Assurance

Commonwealth Bank - Sydney, NSW

Banking & Finance
Source: uWorkin


Analyst Control Assurance – Permanent Full Time

See yourself in our team:

Business Banking Services (BBS) supports the Commonwealth Bank’s small business customers, mid-market and large corporate customers, as well as regional and agribusiness customers. We operate in a 24/7 environment and support a comprehensive range of products and services designed to meet business requirements, including, merchant facilities, transaction accounts, credit cards, commercial lending and bank guarantees.

The Quality Assurance team is focussed on ensuring that our interactions with our customers are completed in-line with the groups policy and procedures and that any instances of non-compliance are raised in a timely manner to ensure that the business operates in a safe and risk free environment. We do this through adhering the businesses Quality Assurance Framework and the use of the groups technologies that allow us to record and review our interactions.

The role will support the Manager, Contact Centre Customer Experience in completing the monthly monitoring requirements for Business Banking Services as well as providing insights into common instances of non-compliance and themes for product or process improvement. Successful candidates will require a strong attention to detail and an ability to understand customer interactions from both the staff members and customers perspectives.

Do work that matters:

Your primary contribution will be to assist in ensuring that Business Banking Services operates in a risk safe environment through activities such as:

  • Reviewing customer interactions completed through our telephony platforms
  • Providing observational feedback to stakeholders regarding common themes identified within calls
  • Identifying areas of non-compliance with policy and procedure and escalating through the appropriate channels
  • Assisting the business to complete monthly risk monitoring to ensure that it meets CAP requirements
  • Maintaining the Quality Monitoring System to reflect changes to compliance obligations or team structures
  • Support the business with the feedback on the implementation of new policy or procedures

We're interested in hearing from people who have:

  • Strong communication skills written and verbal
  • Experience with CommBank telephony platforms and/or call recording software
  • High attention to detail and an ability to interpret policy and procedure
  • High Level competency in Microsoft Office including, Outlook, Excel and Word
  • Strong problem solving ability, with background relating to controls / non-financial risk management
  • Strong self-awareness and contributor to team success
  • Excellent stakeholder engagement and relationship building skills across a range of stakeholder groups
  • Ability to facilitate discussions
  • Awareness of key legislation and regulations impacting financial services is an advantage

If you are an experienced professional with a desire to take on high profile work to support better customer outcomes, then we would love to hear from you!

If you're already part of the Commonwealth Bank Group (including Bankwest), 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.

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Advertising End Date: 19/04/2021