Disputes Analyst

We’re looking for a Disputes Analyst to join our team.  

At CommBank, our Disputes function is committed to supporting customers through the end-to-end disputed transaction cycle. We work closely with Contact Centre teams and Group Fraud to resolve customer disputes and ensure fair outcomes. Our team is structured to drive operational excellence, customer satisfaction, and continuous improvement. As a Dispute Analyst reporting to the Senior Business Operations Manager, you will analyse data to identify themes and enhance operations across the entire disputes function.   

You will play a pivotal role in:  

• Interpreting complex data sets, identify trends and draw actionable insights across the entire disputes function (representment, arbitration, disputes, disputes contact and compliance investigation)  

• Taking a problem, understand the business needs or opportunities, obtain the data and visualise in a way that is digestible by stakeholders 

• Developing and update process flows to continuously improving the business’ resolution methods and procedures  

• Collaborate with QA and the Customer Solutions team to identify service gaps and drive improvements 

• Demonstrate intellectual curiosity via the ability to look at data problems from multiple angles and seek to identify process improvements 

• Preparing and delivering regular reports on disputes, resolution metrics and trends, recommending process enhancements and contribute to developing strategies to improve. 

•  Work with key stakeholders to understand a business problem and learn more about the business you are supporting 

• Manage deadlines and achieve milestones using Agile methods, while negotiating changes with stakeholders based on project impact 

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We’re interested in hearing from people who have:  

• 2+ years in a similar role  

• The ability to work under pressure, manage multiple tasks competing priorities effectively  

• Strong analytical skills, attention to detail and problem-solving skills  

• Excellent communication and interpersonal abilities to build and foster relationships 

• Experience in streamlining manual workflows, including building or enhancing user-developed tools (UDTs) and macros in Excel for bulk processing 

• Proficiency in visualisation tools (e.g. Tableau and/or Power BI), Databases, Office 365, Jira and Confluence 

• A risk mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks 

If this role matches your experience and career goals, apply today! 

Aboriginal &/or Torres Strait Islander people encouraged to apply