Customer Service Specialist

Details of the offer

Customer Service Specialist *** This is a Perth location only role The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession. We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and Group regulatory projects.
Our people are dedicated to providing exceptional service, and show care, courage and commitment every day.
Everyday Banking Operations (EBO) complete operational processes for our CBA consumer finance products including credit cards and personal loans, along with home loan activities such as post settlements, discharges, construction loans, progress payments and government grants.
The Disputes Operations Team manage and resolve transaction disputes raised by customers across Bankwest and CBA.
As a Customer Service Specialist, you will be a self-starter who is passionate about delivering excellent customer service and building strong relationships with stakeholders.
You will possess the following attributes:
A CAN do attitude, with the ability to work toward measures that deliver customer experience and service qualityThe ability to grasp concepts in a fast-changing environmentPrevious disputes investigation experienceA sound customer service background.The Customer Service Specialist reports to the Manager, Disputes Operations who has 12-15 direct reports.
What your Role Will involve: You will be expected to perform the following tasks in a manner consistent with CBA's Values and People Capabilities.
Core responsibilities: Assess disputed card transaction cases in accordance with the applicable scheme rules, identifying the appropriate case resolutionEngage with internal and external stakeholders to investigate the root cause for disputed transactionsContact customers to collect and document information that may be used to resolve outstanding disputes - this may include making proactive outbound calls to customers to obtain additional information required to resolve their disputeEnsure that all disputes cases are handled in accordance with regulatory requirements.What will you need to succeed in this role Proven ability to effectively plan and coordinate incoming work and enquiries (essential)Experience in a customer-service role, ideally in retail banking, call-centre - or a similar customer-facing environment (essential)Understanding of Visa and MasterCard rules and Regulation related to debit and credit card transaction disputes (optional)Knowledge of the Disputes resolution process (optional).Strong analytical and problem-solving skillsExcellent communication and stakeholder management skillsA service-based mindset with strong customer focusHighly motivated, result-driven, team and customer-focusedDetail oriented - strong attention to detail, thorough and accurateGood Judgement - exercise critical thinking, analysis and assessing and taking ownership of outcomeIf you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
Advertising End Date: 25/10/2024
Job ID: REQ221549

#J-18808-Ljbffr


Nominal Salary: To be agreed

Source: Jobleads

Job Function:

Requirements

Customer Assistant - Warehouse/Operations - Formby

All the details Work Pattern Tuesday 04:00-10:00 Wednesday 04:00-10:00 Thursday 04:00-10:00 Friday 04:00-10:00 Saturday 04:00-10:00 Due to the work requireme...


Marks And Spencer - Western Australia

Published 8 days ago

Assistant Retail Manager – Margaret River

Management - Store (Retail & Consumer Products) Full time Tax-reducing salary packaging options available Would you like to work in a fulfilling role that...


Tideri Jobbörse - Western Australia

Published 8 days ago

Service Person| Dynamic Roster | Western Australia Opportunities

Service Person | Dynamic roster | Western Australia Opportunities BHP Operations Services delivers industry leading mining services across BHP operations Aus...


Tideri Jobbörse - Western Australia

Published 8 days ago

Bankwest Customer Engagement Consultant - Perth (Late Shifts)

Bankwest Customer Engagement Consultant - Perth (Late Shifts) We are looking for a customer service superstar to express interest in Customer Engagement Cent...


Commonwealth Bank Of Australia - Western Australia

Published 8 days ago

Built at: 2024-11-21T22:57:40.527Z