About the Crew
Join our Open Banking Crew, a dynamic team dedicated to delivering Open Banking and Digital Identity solutions. Our mission is to empower Accredited Data Recipients and Relying Parties to create personalised, data-driven experiences and insights for consumers and businesses.
Do work that matters
Reporting to the Senior Manager, Open Data & Identity, you will play a pivotal role in supporting the entire Open Banking Crew including Strategy, Operations, Third-party engagement and Policy
You’ll be part of the Agile Open Banking team, working collaboratively to deliver the Group’s Open Banking strategy and supporting all squads within the Crew to achieve critical objectives.
Compliance for Open Banking (CDR Rules, Standards, Privacy Safeguards) and Digital ID (ConnectID Scheme Rules).
Support frontline communication and investigate escalated matters.
Manage and support investigation of third-party technical issues, customer complaints and production incidents.
Ensure appropriate, timely communications with customers, frontline and third parties as relevant.
Support the development and implementation of CBA Group business and technical processes/technologies to achieve customer-centric and sustainable compliance.
More specifically you will apply your technical expertise to:
Monitor and support all frontline enquiries requiring investigations or escalated matters requiring product team support and verification.
To collaborate with technical teams to resolve customer and third-party issues.
Point of contact for investigation of customer complaints received by frontline staff relating to Open Banking.
Conduct initial triage of problem tickets and customer complaints; engage relevant squads, and drive to root cause identification and resolution.
Work with Open Banking Crew squads to identify and ensure permanent corrective actions to minimise repeat issues.
Prepare responses and coordinate required approvals for responses to frontline staff, customers and third parties.
Contribute to continuous improvement in complaints and work with product teams to drive solutions for a better customer experience.
Prepare and uplift Crew documentation, including Standard Operating Processes.
Develop and maintain strong internal relationships with key technical stakeholders across frontline, technology, risk and operations.
Contribute to assessment of dependencies and associated risk and compliance implications of requirements and solutions.
Complete monthly management and insights reporting.
Support other members of the team to manage complex open banking enquires and complaints, uplifting internal communications and training where required.
You’ll thrive in this role if you:
Are curious, adaptable and collaborative
Have excellent verbal and written communication skills
Are experienced in stakeholder management
Are open to challenges and self-motivated to achieve team and individual goals.
Have a strong and resilient mindset, with a track record of consistently delivering outcomes.
Have experience with end-to-end management of production issues and incidents, including resolving technical issues impacting customers.
If this sounds like you, apply now!
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.
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