Customer Service Specialist - Melbourne, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Melbourne, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

About Us

Retail Home Lending Operations (RHLO) are responsible for the end to end loan process from decisioning through to settlement covering both the CBA and Bankwest brands.

We support all retail lending products within COO, including home loans, personal loans, credit cards, credit variations, small business overdrafts and personal overdrafts.

Our teams are located in Adelaide, Brisbane, Melbourne, Perth and Sydney, and together we focus on providing an efficient and high quality service with a clear differentiation in meeting and exceeding our customers needs.

Our teams also include the customer facing
Contact Services as well as the operational support to the Cash and ATM needs of the group.

We are a nationally spread team and together we focus on providing an efficient and high quality service with a clear differentiation in meeting and exceeding our customers' needs.

Our
Home Loan Service and Settlements team is responsible for answering inbound enquiries from:

Solicitors and conveyancers seeking progress updates and bookings for purchases and discharge settlements
Branches enquiring about a wide variety of matters relating to the home loan process

We currently have
multiple permanent opportunities available within the team, with an intended start date of
Monday 8th May 2023

Your Impact

Core responsibilities may include some or all of the following:

Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints and issues across multiple channels of contact.
Process transactions to satisfy customer enquiries whilst adhering to policies and procedures.
Work to call centre based metrics such as adherence to schedule, quality requirements and productivity.
Work in a team environment by developing and maintaining professional relationships with colleagues that support the achievement of team goals and objectives.
Identifying opportunities to improve the processes within your team or work area.
Undertaking investigations in respect to customer requests and/or as a result of transactional or exception based issues
Processing transactions within agreed turnaround times and consistent accuracy in a high volume environment

Our team's operational hours are
Monday to Friday between 8:00 AM - 7:00 PM (extended to 8:00 PM during daylight savings), with a rotational roster on offer.

For the first 6 weeks of the role, you will be required to complete
compulsory training which will run Monday to Friday from 8:30 AM to 5:00 PM, and will be based in our office at
357 Collins Street Melbourne CBD.

See yourself in our team
We're looking for someone who thrives in a busy environment.

You'll love the buzzing, sometimes noisy, atmosphere of our call centre and your resilient nature will see you succeed in a sometimes challenging environment.

You are the type of person who thrives on answering customer's questions and providing the best in class service, ensuring their needs are met and delivering the right solutions to them at the right time.

You will also have:

Demonstrated experience in a customer service role
You will have ability to work autonomously and within a team environment.
You will demonstrate clear and audible oral communication skills.
You will demonstrate strong attention to detail and pride in quality output.
Potential for work outside of standard business hours and at different operational locations

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Advertising End Date: 07/04/2023