Overview

• CBA confirmed the elimination of 45 customer service positions following the June rollout of its voice bot on inbound enquiry lines.
• The bank says it is investing over A$2 billion in technology and frontline operations and denies any offshoring of jobs.
• Australia’s Finance Sector Union alleges a total of 90 roles have been cut and accuses CBA of excluding workers from its AI transition.
• CBA has begun formal consultations with affected staff and is exploring internal redeployment and reskilling pathways.
• The bank intends to create new digitally focused roles to support career progression while the union continues to contest the cuts.