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Who we are

Retail Banking Services (RBS) is the Commonwealth Bank’s largest business division.

We are focused on meeting the financial needs of personal and small business customers who are looking for accessible and affordable banking and financial services.

We are organised into four key areas: 

  • Products. This is the area of our business that looks after all of our personal and business products and services.
  • Sales. We also offer a range of sales professionals, who work in our branches, Premier Banking, International Customer Services and Asian Banking divisions, as well as in Third Party and Mobile Banking.
  • Direct. This area of the business looks after our Direct Banking, Netbank and online sales and also has a collections and Credit Solutions function.
  • Support. Our Support divisions include Group Sales and Service Support, as well as Retail Bank Transformation.

Are you ready for an exciting and dynamic new career? Great! Where to from here?  

We seek people with determination, passion and a natural inclination to help others.

Learn more

We offer a wide selection of world-class products for both our personal and business customers. This includes:

Personal

  • Credit Cards: Offers customers an incredibly convenient way to pay for the things they need, where they need, without having to carry cash.
  • Deposit and Transactions: Flexible, everyday banking products that help our customers manage their cash and save for tomorrow. This includes transaction accounts, savings accounts and term deposits.
  • Financial Planning: We offer expert financial advice to help our customers start planning for a better life today. This includes planning for retirement and how to grow money.
  • Home Loans: Range of fixed term and variable interest loan options to help customers buy their own homes. We can help find the right home loan and provide tools to help customers make smart property decisions.
  • Insurance: We offer insurance for home and contents, cars, loan protection and credit cards – as well as insurance support.
  • Personal Lending: We also provide flexible solutions to help customers buy their dream car or holiday, manage their debt, meet the unexpected and more.
  • Travel and International Payments: Our range of currency solutions help customers who wish to take their money in or out of Australia. This includes for travel, foreign exchange or for international payments.

Business products

  • Credit Cards: We provide flexible options to help our small business owners manage their everyday expenses and cash flow. 
  • Deposits and Transactions: We also offer flexible, day-to-day banking products to help our business customers manage their cash flow.

How our people help in developing our products

In Retail Banking Services, we reward and encourage creativity. A new product or product enhancement idea can come from anyone within the organisation. We simply strive to create products that will provide better benefits for our customers. 

How we approach new products

In developing new products, we review our customers’ needs, the market, domestic and overseas trends and competitor threats, and then implement business strategies based on findings to achieve and maintain market leadership. In doing so, we gather information from our key stakeholders, partners and suppliers in order to manage product development.

Why join us

Inside the Retail Banking Services team at Commonwealth Bank, you’ll find a passionate, motivated and enthusiastic group of people who genuinely enjoy helping others. We employ over 18,000 people, located all over Australia, and the majority work in local branches.  

The head of our team is Group Executive, Matt Comyn – and he is personally committed to ensuring our team is empowered and accountable, motivated, valued and supported – every day.

Below are a few great reasons to choose us and of course, we also offer you great remuneration packages, flexible working conditions and much more!

We recognise the crucial role that training and development play in helping you grow – as well as in improving how we operate as a business.

We believe that with the right assistance you will be able to expand your knowledge and skills, provide better customer service, take on new challenges and get more enjoyment out of what you do on a daily basis.  

As a business, training our people also helps us work towards our goal of being number one in customer service.

Types of training we offer

We offer you several types of training and development opportunities, including:

  • Provision of financial assistance and leave to pursue further study. Our Career Break Scheme provides you with the opportunity to take a break from your normal duties for study that’s relevant to your employment with us.  Study and exam leave is also available to tertiary students with approved study assistance.
  • On-the-job training. As part of our team, you receive ongoing coaching from your leaders, participate in regular team meetings and are given frequent opportunities to learn from and observe colleagues at work.  This is in addition to a range of formal learning programs that cover a wide selection of interesting and useful topics. 
  • Increased exposure to different practices within the business. Job secondments allow you to experience another role within Retail Banking Services – so as to broaden your career experience and gain further skills.

Did you know the Commonwealth Bank operates the largest financial services distribution network in the country?

We have:

  • Over 1,000 branches nationally
  • More than 10 call centres in locations across Australia
  • Banking services at almost 3,800 Australia Post agencies

Locations map

Check out our locations map to see where we are.

What this means

While this prevalence means our customers can find us easily and conveniently, it also benefits our people. It means you can often work in the communities that you call your own.  We also offer you the chance to transfer to Bank locations that meet your personal requirements.

Room to move

We value the life and commitments that you have outside of work –so we do whatever we can to create a flexible working environment. This includes the option of working from alternative locations on a permanent, regular or ad-hoc basis.

This flexibility can be benefited due to personal reasons, such as working closer to home to reduce travel time. However, we also give you the option of working from different locations so as to spend more time with key customers or experience a different environment.

With over 1,000 branches across Australia, there’s plenty of room for you to work where it suits you.

A career at the Commonwealth Bank comes with more than just fantastic stability, opportunities and career growth.

You also receive several other important benefits – all of which help make your time with us more rewarding and enriching.

These include:

Competitive pay and rewards

As well as competitive salaries, superannuation and salary packaging options, many positions offer performance incentives and participation in annual share grants.

Flexible work options

We respect that you have an important life outside of work – with various commitments and obligations. As such, we offer a range of flexible work arrangements that help you juggle work and personal circumstances.  This could include working part-time, altering start and finish times, or accessing one of the many leave options – such as carer’s leave, personal illness leave, purchased leave, parental leave at full pay, half pay or a combination of both, career break and leave without pay.

Care, health and well being

We also offer support and information services, child-care, nursing mothers' retreats, health checks, flu vaccinations, parenting workshops and health seminars.

Private health insurance

We offer you and your immediate family a variety of health cover options with competitive rates and generous benefits to suit any stage of your life.

Dedicated Employee Banking Specialists

Who offer lower interest rates on most banking products, bonus interest on investments such as term deposits and reduced or nil account transaction fees on many products.

Discounts and deals through our ibuy site

This includes lifestyle benefits such as holiday discounts on hotels, car hire and airfares and deals on computers, entertainment and fitness.

Employee Assistance Program 

A professional, confidential counseling service for employees and their immediate families.

Corporate clothing 

From the Lisa Ho Corporate Collection. Customer-facing staff in our Retail Network are provided with a free 'starter's pack' and an annual corporate clothing allocation.

Employee Share Acquisition Plan

Whenever annual profit exceeds expectations, the Board may use its discretion in determining whether a grant of shares will be made. Eligible employees are provided the opportunity to receive free grants of up to $1,000 in Bank shares subject to a performance target being met.

When you work in our team, it’s rewarding to know you’re part of a business that’s continually recognised for its excellence.  In fact, we are Australia’s best bank.

In the 2010/2011, our Bank had a huge range of service improvements and product innovation – acknowledged by several exciting awards. This includes:

  • “Best Retail Bank in Asia Pacific” and the “Best Retail Bank in Australia” at the Asian Banker Excellence in Retail Financial Services Awards.
  • Money Magazine’s Bank of the Year, Credit Card Issuer of the Year and Banking Website of the Year.
  • CANSTAR CANNEX’s “Best Online Banking” award for the second year in a row.
  • “Innovative Mortgage Product of the Year” at the Australian Banking and Finance awards for the No Fee Variable rate home loan.
  • Our iPhone Property Guide application won the “Best of the Best”, “Best Financial Service” and “Best Mobile Advertising or Marketing” awards at the Australian Interactive Media Industry Awards.
  • “Outstanding Private Banking Institution of the Year 2011” in the $1-$10m category, for the third year in a row.
  • Outstanding New Wealth/ Investment Advisor 2011 - awarded to Luther Poier, Senior Relationship Manager Commonwealth Private Office
  •  “2011 Australian Financial Institution of the Year” at the Australian Banking and Finance Awards.

Our people make it happen

Our fantastic reputation in the marketplace is no accident. We couldn’t have come this far without the hard work and dedication of our people. At all levels of our business, our people have made a personal commitment to uphold our brand and promise and to deliver superior customer service each and every time. 

Recognising personal achievement

In 1996, we introduced the Employee Share Acquisition Plan to recognise and reward our people. Under this plan, eligible employees have the opportunity to receive free grants of up to $1000 in Commonwealth Bank shares subject to their performance target being met. This means our people personally benefit from the Bank’s overall success and are truly recognised for their commitment.

In Retail Banking Services, we are extremely passionate about helping you fulfil your potential – and enjoy solid, long-term career opportunities.

We are always striving to improve our training and development offering, so as to help you continually grow your career and get genuine enjoyment out of what you do on a daily basis.

How we do this

We offer a huge range of benefits to help you grow your career and become the best you can be. This includes:

  • Tertiary study assistance
  • Offering career ‘breaks’ for you to pursue education
  • Professional membership support
  • An extensive curriculum of internal and external learning programs
  • Formal development planning with managers to help you think about your personal career goals and how they can be achieved 
  • The Ultimate Success program, which recognises the exceptional performance of the highest performing teams and individuals throughout Retail Banking Services   
  • The CEO Awards program, which recognises individuals and teams who consistently excel by role modelling the behaviours that underpin Retail Banking Services’ strategic priorities and the vision of the Bank
  • Opportunity to complete a Certificate III in Financial Services
  • Product and compliance training: including Tier 2 accreditation and frontline regulatory compliance
  • A Branch Leadership Development program

Annual Talent Reviews

As well as the above, we also offer annual talent reviews for each and every employee.  

Through this review process we identify individuals who have potential to start taking on more complex work or move to more senior positions, and we create tailored development strategies to meet their needs. The process also highlights individuals who will benefit from development in roles at their current level.

Exciting career paths

When it comes to progressing your career, there is a whole world of opportunity at the Commonwealth Bank. Take a look at some real career paths on our interactive careers map.

When you become part of the Retail Banking Services team, you’re choosing to work for a business that’s leading the way in terms of technology, processes and systems.

A great example of this is our Core Banking Modernisation Program.

About the Core Banking Modernisation Program

In 2008 this program was introduced right throughout the Bank - in keeping with our goal of being Australia’s finest financial services organisation.  

This program is about modernising our core banking processes and systems and introducing a world-class technology platform. It aims to enhance the way we provide services to our customers, and the way we do business.

The program allows us to provide the best service possible, and ensures processes and operations are simple and easy. Essentially, this leaves more time for us to do what we do best: focus on helping our customers.

While aspects of the program are still being rolled out, we have already implemented its real-time processing component. This innovation has already allowed our people to provide better, faster service.

Leading the way

Though the Commonwealth Bank already leads the industry in many areas, this program is set to further strengthen our competitive position.  In fact, we are the first of the major banks to make such a significant improvement to our technology platform.

So when you choose Commonwealth Bank, you can be confident that you’re choosing a business that’s determined to lead the way.

Our people

There is a whole world of career opportunity available within the Retail Banking Services division of the Commonwealth Bank. Employing over 18,000 people, we offer a huge variety of careers – all of which require quite diverse skills and knowledge.

Plus, when you join our team, we do everything we can to help you progress and grow – and to pursue new opportunities that match your interests and abilities.

Before joining the Bank, Narin had no specific banking experience. However, a background in retail gave her a valuable understanding of working in a team environment and in serving customers. This experience, combined with her dedication and outgoing personality, saw her promoted from her initial role as Customer Service Representative just four months after joining the Bank. She is now a Customer Service Specialist - a position that involves opening new accounts for customers, and recommending products to help them save and make money.

Learn more

Before joining the Commonwealth Bank three years ago, Jessica had only ever worked in retail. Since becoming part of the Bank, she has worked incredibly hard to develop her skills, had several promotions and now manages a team of 15 people. Jessica is responsible for supporting, training and coaching her staff to help them identify and fulfil customers’ needs.  She also provides rewards and positive recognition to employees who achieve great results. She believes the Bank offers ‘huge opportunities for career development’. 

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Ali manages ninety people, helps hundreds of customers, and says his team is one of the main reasons he loves coming to work every day. Working in the retail and hospitality industries before joining the Bank had made Ali realise he enjoyed customer service – and so he applied for a job as a Commonwealth Bank Customer Service Representative at his local branch.  That was ten years ago and Ali hasn’t looked back.  His dedication, innate talent for sales, and friendly personality have seen him progress from Customer Service Representative to Branch Manager, then Team Leader and most recently, Contact Centre Manager.

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Previous experience working in the hospitality industry gave Kristi a great background in customer service, something she is definitely now able to call on in her current position as a Customer Service Representative.  On a day-to-day basis, Kristi helps customers with their enquiries over the phone. This involves having an in-depth knowledge of the Bank’s full suite of products and services.

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Leanne started with the Commonwealth Bank 16 years ago as a Customer Service Representative. When she joined, she had no banking experience however had worked in a few ‘office type’ roles.  While at the Bank she has enjoyed huge career growth and development. On a day-to-day basis, Leanne now leads and supports a growing team. An important part of her job involves looking for ways to improve their levels of customer service and helping her staff be the very best operators they can be. 

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While lots of people claim their job is all about getting results, Chris’ job really is. He spends his days researching exactly how customers feel about the most recent service they received from the Bank – and uses the information to provide reports, ideas, enhancements and support to staff. The information he gathers is also used to determine the bonus that staff can receive every six months.

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When Raj joined the Bank seven years ago, he was in the process of completing a Bachelor’s degree in Management and Economics. Since completing his degree, he has enjoyed several promotions and worked at four different branches.  Raj now spends his days looking after the individual branches that are within the Sydney CBD area. He is also responsible for ensuring quality control within the area, being a role mod and driving exceptional service experiences at the branches.

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Will Sikahele is a Mobile Banker. This means that he travels around his local area – meeting with customers in the places that are the most convenient for them. He arranges housing loans and a range of other products, based on customers’ specific needs.  Before joining the Commonwealth Bank, he didn’t actually have any experience or qualifications. Since, he has been promoted three times – and he now enjoys a job that provides him with great flexibility, and the chance to meet fantastic people on a daily basis.

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Stephanie has been employed by the Bank for almost six years and joined immediately after finishing her Higher School Certificate. Since, her career growth has been fast-paced and impressive. Having started out as a Customer Service Specialist, she now works as a Lender Proficiency and Accreditation Coach. This involves helping the Bank’s lenders get the skills and knowledge they need, achieve the best possible outcomes for customers, and provide service that’s  ‘ten out of ten’.

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This was Adam’s first job after leaving school. Since starting out as a Collections Officer, he has been promoted six times – and now leads a team of eight Team Managers in the Collections area. Not long after joining the Bank, Adam’s incredible performance saw him win the Bank’s Direct Channel’s “Reach for the Summit” award, which involved an all-expenses-paid trip to New Zealand. 

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Matthew has been working at the Commonwealth Bank for eight years and before joining the team, worked in insurance broking. He joined as part of the Bank’s graduate program. Impressively, he’s had eight roles in eight years and has shared in a range of team awards in that time. On a day-to-day basis, Matt supports the branches and branch managers and helps them to do great things every day.

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Corey has been working for the Bank for 16 years and joined just two days after finishing his Higher School Certificate. It was his first job.  Since, Corey has gone from strength to strength. He originally joined as a Customer Service Representative in a local branch and has progressed through the ranks to become a Customer Service Officer and Supervisor before assuming managerial roles. Today, he works in the head office and manages various aspects of the Bank’s retail property network.

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James joined the Bank as a General Service agent within the Direct Banking division. He had a few promotions before transferring into his current role as Operations Support Officer. Now, he is somewhat of a ‘go-to guy’ for employees within the Direct Banking division. He helps ensure the leaders and managers of the division have the tools and assistance they need to run their businesses. This includes everything from providing complex admin to IT support, to organising taxis, running general ledger reports and managing property repair requests.

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For over ten years, Rebecca has been working in customer service oriented roles within the Bank. She has managed five different branches and currently looks after over twenty staff.  On a daily basis, she leads, coaches and manages her team to help them achieve their weekly targets. ‘Every week is a new opportunity to prove yourself, to set a challenge for yourself and for your team to exceed customer expectations’, she says.

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Jenny is proof of the extensive career opportunities and growth offered by the Commonwealth Bank.  Having started out working as a Personal Leader close to 16 years ago, Jenny had had several different roles and promotions. In her current role, she supports the branches and banking sites with the sale of home loans and insurance and also looks after the Bank’s home loan referral program.

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Career paths

If you have a natural talent for sales and love helping customers, a career in our sales team could be for you.

Our sales function is divided into three key areas:

  • Branch, Premier Banking, International Customer Services and Asian Banking. This area supports customers by delivering exceptional customer service via the branch network, relationship managers and by providing specialists in migrant and Asian banking.
  • Third Party and Mobile Banking. This area provides a dedicated sales and service support channel for all mortgage business placed with the Commonwealth Bank via Mortgage Brokers, Mobile Bankers and Mortgage Innovation Managers.
  • Direct Channels. This channel supports customers via telephone banking (Direct Bank) and internet banking (Netbank and online sales) as well as overseeing the Bank’s collections and credit solutions function.

Working together for one common goal: customer satisfaction.

To deliver the best results for our customers, it’s vital that we all work together as a business. For this reason, our Retail Banking Services team also enjoys dedicated support from our Finance, Risk Management, Marketing and Human Resources teams. 

If you love the idea of working ‘behind the scenes’ to help our people deliver exceptional customer service, then a career in our support area could be a great match for you  

Our support divisions include:

  • Group Sales and Service Support. This area is responsible for driving a leading sales and service culture across the Bank so as to make us truly stand out from our competitors.
  • Retail Bank Transformation. This division is responsible for the design, implementation and change management of the retail bank business model resulting from the deployment of new capabilities from the core banking program.

Working together for one common goal: customer satisfaction.

To deliver the best results for our customers, it’s vital that we all work together as a business. For this reason, our Retail Banking Services team also enjoys dedicated support from our Finance, Risk Management, Marketing and Human Resources teams.

Use our Interactive Career Path to see where you could go with Retail Banking Services.

Learn more

Take our Entry Level Challenge to see if you're a good match for our team.

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Selection process

What can you expect when you apply for a job with us?

Here at the Commonwealth Bank, we try to provide you with a very fair, reliable and engaging experience when you apply for a job with us.

We want to give you as much information as we can about what it’s like to work with us – and we also need to find out whether your specific skills, experience and personality make you a perfect match for our business.

What’s involved

Depending upon the role that you apply for, you may be invited to complete a range of different assessments.  This may include:

For entry-level roles:

  • An application form that captures basic information about your skills, experiences, and career interests with the Commonwealth Bank.
  • An initial phone interview (if you have the necessary skills and experience from your application) to further discuss your background and interest in the Commonwealth Bank.
  • Job simulations so you can experience what working with us would feel like.  Presented online, you will be asked to make common decisions experienced on the job and to service customers.  Depending upon the volume of applicants, we may ask you to complete two separate simulations
  • An occupational personality questionnaire - to help us understand your workplace preferences and to determine how suited you are to a specific role. This information is used in the final interview with the hiring manager.

For more experienced roles:

  • An application form that captures basic information about your skills, experiences, and career interests with the Commonwealth Bank.
  • An initial phone interview (if you have the necessary skills and experience from your application) to further discuss your background and interest in the Commonwealth Bank.
  • Ability tests to explore your ability to make informed recommendations and decisions in customer interactions.
  • Job simulations to explore your approach for dealing with customer enquiries, managing staff, or looking after a branch or business unit, depending upon the level of job you applied for.
  • An occupational personality questionnaire - to help us understand your workplace preferences and to determine how suited you are to a specific role. This information is used in the final interview with the hiring manager.

No matter which role you apply for, we will look after you throughout the recruitment process, letting you know what the next step is and always giving you time to prepare.  We have attempted to balance the quality of information we need with your experience completing the assessments and the time we ask you to commit.

Tips for success

  1. Be in a quiet, comfortable location when completing the online tools.
  2. Make sure you won’t be interrupted as this can keep you from doing your best.
  3. Give yourself plenty of time to complete the assessments.
  4. Be yourself when completing the assessments, as this gives us the best view.

Absorb what information you can about the role and whether or not it suits you. The simulations are there to give you a preview of what the real job will be like.

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