Product Manager – Scams (complaints & Resolution)

CBA (Commonwealth Bank)

Australia
Scam identification and resolution
Customer complaint lodgement
End-to-end journey management
You will help build scalable scams identification, lodgement and resolution experiences at pace, in a changing regulatory landscape

Job Summary

  • You will help build scalable scams identification, lodgement and resolution experiences at pace, in a changing regulatory landscape.
  • You’ll help shape how scam complaints are lodged, triaged and resolved, balancing customer fairness, risk and operational sustainability.
  • Support the implementation of upcoming ACMA scam prevention framework and AFCA receiving bank rule, enabling CBA and non‑CBA customers to lodge scam complaints with CBA.

Matching Summary

You will help build scalable scams identification, lodgement and resolution experiences at pace, in a changing regulatory landscape.

Skills & Requirements

Must-have

  • Scam identification and resolution
  • Customer complaint lodgement
  • End-to-end journey management
  • Regulatory compliance
  • Problem-first prioritization

Nice-to-have

  • Customer fairness and risk lens
  • Continuous discovery practice
  • Cross-functional collaboration
  • Outcome-led delivery

Key Requirements

  • Product Manager experience
  • Experience in scams or complaints
  • Tertiary qualification in business

Work Rights

Not specified

Tailored Resume

Cover Letter