Commonwealth Bank is axing 90 frontline roles in favour of automation and offshoring, the Finance Sector Union said.
This includes 45 roles in Direct Banking, cut due to the introduction of a new voice bot system on the bank’s inbound customer enquiries line in June this year.
Jobs cut also include local Customer Messaging Specialist roles – those who customers interact with through the bank’s online chat. This is also being done in CBA India, which is currently advertising more roles.
The FSU recently disclosed a further 300 jobs had been made redundant, with 100 of these roles readvertised in India, often with the same job title. The union is taking the matter to the Fair work Commission, alleging a breach of the bank’s enterprise agreement.
The FSU says workers affected by new technology “should be retrained and supported into new roles, not discarded in the name of cost-cutting.
“The union supports the use of new technology and AI in banking but say it must be done in partnership with workers, not at their expense.”