The Commonwealth Bank of Australia has announced changes to the remuneration policy of its frontline staff, switching from compensation based on financial product sales and other volume metrics to a system based on exemplary customer service.
In a statement issued today, CBA said the changes would affect its 2,000 bank tellers across the country and is a move that will help to put customers rather than financial performance at the centre of the bank's focus.
"This change will reward our tellers for continuing to provide superior service to the millions of customers we serve around the country," said CBA executive general manager Angus Sullivan.
“We have been listening to our customers and this is another step to ensure banking is fairer, simpler and more transparent. Customers can be confident that our tellers are not being paid to sell them products.
“The new remuneration plan will support and encourage our teams to have better quality conversations with customers, understand their needs and provide the best possible service."
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