Retail Banking Services

Could a career in Retail Banking Services be for you?

Are you driven by customer service? Do you have a drive to succeed? Do you have a passion for helping other people secure their financial future?

Take a look at the following sections to find out more about our Retail Banking Service team, what we do, and if a career with us is right for you:

About Retail Banking Services

• What we do
• Our people

Is Retail Banking Services for you?

• Roles and responsibilities
• What we look for

Where can the Graduate Program take you?

• Success stories

About the Graduate Program

• A day in the life
• Benefits

What we do

You could say that the Retail Banking Services team is the public ‘face’ of Commonwealth Bank.

We are the largest business unit, have the most employees, and can offer a huge variety of roles, teams and projects that cater for a wide variety of skills and interests..

As a team, we are determined to meet the financial needs of personal and small business customers by delivering a simple and easy banking experience and proactively helping our customers achieve their financial goals.

We are dedicated to providing an exceptional customer experience to our valued customer base of over 10 million Australians. We do this by offering market leading products and services, supported by world leading systems and processes.

The Retail Bank relies on its extensive branch network and direct channels to service the needs of our customers. We are the fundamental driver of business and the face of Commonwealth Bank in the community.

Where will you fit in?
There are five main areas within Retail Banking Services that you can work in as a graduate. These include:

• Cards, Payments & Retail Strategy  - manages the development and delivery of all retail and commercial card products, drives innovation in retail payments and develops the retail bank’s strategic direction.
• Retail Products - manages the development and pricing of all retail products, manages services provided by the retail bank’s distribution channels, and develops strategies to manage the specific needs of different customer segments..
• Direct channels - provides support to customers via telephone banking, internet banking and oversees the collections and credit solutions function.
• Group Sales and Service Support - drives a leading sales and service culture across the bank which differentiates us from our competitors.
• Retail Sales and Service Support – Provides strategic and operational support to the retail bank’s main distribution channel – the Branch Network, as well as Premier Banking and International Customer Service.
  

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Our people

We employ 20,000 people across Australia through our branch network and support offices. Our people are bright, innovative, results-driven, and focused on providing our customers with world-class customer service.

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Roles and responsibilities

As a graduate, you can aspire to a variety of different roles within our team. Typically, our graduates progress to roles such as:

• Business Analyst
• Product Associate
• Online Manager
• Customer Experience Manager

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What we look for

We look for well-rounded, high-performing graduates who have successfully balanced university, work experience and social activities. Specifically, we look for our graduates to be:

• Fast learners
• Proactive, and not afraid to take initiative
• Capable of working within a team
• Great communicators
• Dedicated to creating a better experience for our customers
• Commercially astute
• Driven, with high standards for yourself and others
• Flexible
• Strategically minded
• Analytical

We typically look for graduates who have degrees in:

• Banking and finance
• Commerce
• Business
• Mathematics
• Engineering
• Law

We are also very open to considering those with degrees outside of these disciplines. 

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Success stories

The rotating nature of the graduate program means you will be exposed to four different areas within our business unit. This means you will have the ability to develop a broad set of skills and knowledge.

Once you have completed the program, you can transition into in areas such as:

• Product management - including deposits and transactions, credit cards, commercial cards, foreign exchange and home loans
• Customer segments
• Strategy and business development
• Channel management - including credit cards and direct channels
• Online, including Netbank and online sales
• Analytics
• Market Research
• Payments
• Pricing

The support, exposure and training you receive during your graduate program will improve your chances of being fast-tracked into more senior management roles on a performance basis. We currently have several former graduates in executive managerial roles - only a few years after completing the program.

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A day in the life

Retail Banking Services offers you a 15 month program - with four rotations.

The first rotation is a compulsory branch rotation which will allow you to develop the knowledge, skills and experience required in the retail bank, and provides an excellent platform for transition into the support office.  You will also be provided with the full suite of training provided to our frontline new recruits

After completion of the branch rotation, you will move into the support office for your remaining three rotations, and can work in a variety of areas within the retail bank, including retail products, credit cards, strategy and business development and direct channel teams.  During these rotations you will be viewed as a contributing member of the team you are in, and accordingly, be given tasks and projects focused on delivering real business outcomes.

Regular engagement and feedback is provided from senior managers and executives. You will be provided with a mentor and a buddy to help you transition from university into corporate life.

The broad exposure will help you gain a thorough understanding of how the Bank is determined to deliver its vision ‘to be Australia’s finest financial services organisation through excelling in customer service.’

On a day-to-day basis, you will:

• Rely on your interpersonal skills to communicate effectively in emails and in meetings.
• Be assigned projects or tasks which you will manage and see through to completion.
• Showcase your strategic and analytical skills by developing business cases, analysing and evaluating data, and updating procedures and processes to assist teams in making informed decisions.
• Learn about stakeholder management - and the importance of professional, confident conduct.

In the past, our graduates have been involved in product innovation and road shows, campaign development, delivering financial reports, developing strategy projects, creating process maps and data analysis.

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Benefits

When you choose to work within our Retail Banking Services team, you gain access to a whole range of fantastic benefits - including:

• Awards and recognition. Top performing graduates are recognised each year through our ‘Spotlight on Success’ awards. This is where we highlight the outstanding achievements of various graduates throughout the year, and reward them for their valued contribution to the Bank. 
• Diverse experience. The opportunity to choose rotations in teams from across the business unit ensures you are exposed to the different skills and experiences necessary to successfully move into more senior roles.
• Responsibility and autonomy. Graduates are highly regarded within our business unit, and you will be expected to deliver outcomes that contribute to the Bank’s strategic priorities and goals. As such, you will be given freedom and autonomy to prove your skills and abilities.
• Training and support. All graduates receive training that will facilitate their development and learning plan. This includes; commercial acumen, critical thinking, problem solving, project management, influencing and stakeholder management.  Furthermore, as part of the wider CBA graduate intake, you will be invited to attend a number of training and community forums designed to develop leadership, provide exposure to senior managers and promote the group in the wider community.   
• Exposure. Graduates are afforded unrivalled exposure to the Retail Bank’s most exciting and visible projects and initiatives, as well as exposure to senior leaders and decision makers – a fantastic springboard towards future success.

Of course, when you join Retail Banking Services, you’re also becoming part of Australia’s largest bank. This means you can draw on the resources, market positioning, stability and global reach that our Bank is well known for.

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