Investigation and Payments Analyst - Sydney, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

_We have a permanent and a secondment opportunity __for this role which will be discussed at interview stage. _**
Building Tomorrows Bank Today

The Payments Service Utility (PSU) is part of Technology and incorporates all of the group's payments-related technology, service management, operations, governance and correspondent banking teams to deliver end-to-end payment capabilities for our customers.

The Investigations and Payments Analyst

roles are embedded in the Payments Service Utility (PSU) and these roles have been created to support the needs of our clients in relation to the aftercare of their payments.

They will report into one of the three managers in the Investigations and Payments team and will work in a matrix environment along with the Business Improvement and delivery team to support the run operations and change embedding.

Your impact and contribution

You will be expected to perform your tasks in a manner consistent with CBA's Values - Our values of Care, Courage and Commitment ensure everyone has a collective understanding of how we act, how we make decisions, and how we solve problems to become a simpler, better bank.

No matter what role or level, we all live and breathe our values every day, in every interaction, whether it be with customers or with each other.

In addition to our values expectations you will also be expected to use our "Should we test" - asking "Can we" isn't always enough - We should also ask "Should we"

The Investigations and Payments Analyst will report to one of the three managers in the Investigations and payments space and will maintain and build productive relationships within and across Payments Service Utility as well as other business units

These includes:

Group Customer Relations (GCR)
International Money Transfer Product owners
Network Management
Group Security scams team
Group security sanctions team
Group security frauds team
Direct Banking
Customer Assist and Direct Channels
Branch Network and Business Banking Segments
Risk Partners

Your responsibilities

To be part of a team ensuring that investigations (and subsequent re-issuing of payments) for Inward and Outward International Money Transfers and RTGS and Vostro queries are resolved in a timely manner and minimise any operational risks to the Bank and customers.

To answer calls to ensure all calls relating to both inward and outward investigations are answered within a timely manner, cases are logged correctly and assistance is provided to other colleagues when time permits.

Taking on feedback via coaching to create operation excellence to ensure we are ahead of our competitors to deliver customer satisfaction every day.

CORE RESPONSIBILITIES:

Action cases and maintain after care of existing /closed / diary cases for Outward / AUD and Foreign Payment Investigations.
Complying with Service Level Agreement standards for delivery and adhering to all policy and procedural guidelines.
Reporting any unusual or difficult transactions and/or complaints to the Manager.
Management reporting including internal communication to other areas and preparing write off submissions for management.
Performing additional tasks as directed by the Manager to achieve team goals and objectives.
Complying with all escalation protocols to support Risk mitigation relating to cases and complaints.
Undertake any other tasks as required that you have the capability to perform safely.
Ensure that you comply with the Group's Occupational Health and Safety policy, all other internal Group policies and procedures, and any relevant external legislative requirements.

Your skills and experience

Prior experience with Investigations and payments
Proven record of accomplishment of accepting business changes.
Established productivity and risk focus
Resilient and motivated team player
Open to Coaching and Performance Management
Strong influencing and negotiation skills
Strong customer service, stakeholder management and negotiating skills
Relevant operations experience
Productivity training and certification (desirable)
SWIFT knowledge, desirable
Payment Management System (PMS) knowledge
Intellitracs knowledge
Real Time Gross Settlement (RTGS) knowledge
Wallstreet

_Your development matters to us _

If you live the values we can offer great opportunities, whether you want to move across the organisation or up into a leadership role, the Code of Conduct guides our decision making so we can do what's right in every situation. _

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Advertising End Date: 13/06/2023