Customer Service Specialist - Melbourne, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Melbourne, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Do work that matters
Contact Services, Estate Settlement and Support are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the interface between the customer and the Estate Settlement and Support Processing Teams.

This involves being the concierge between Branch and informant during a new deceased notification process; and assisting callers on existing estate matters.

Our customer value proposition is 'Simply and Safely Meeting Our Customer's Needs-Brilliant When It Matters'.

As an Estate, Settlement and Support Specialist you are expected to bring these words to life by providing high levels of empathy and emotional intelligence during interactions whilst adapting communication style to different demographics and stakeholders.

**About you
**You will have demonstrated experience working with vulnerable individuals, with the ability to help them navigate a difficult situation. Empathy is one of your greatest strengths, equipping you with the ability to successfully handle challenging conversations and deliver empathetic customer service, each and every interaction. Compassion is key, your kind and caring nature drives you to help others, making you successful as an Estate Settlement and Support Specialist.

See yourself in our team

Our Estate Settlement and Support Specialists are a critical support function for our customers who are going through a difficult situation involving the loss of a loved one.

Our consultants provide customers peace of mind and provide solutions to complex situations where a high level of empathy and strong service is at its core.

The team deals with a multitude of challenging calls where your empathy, support and guidance for our customers is crucial.

Core responsibilities include:

Provide a high level of empathy and emotional intelligence during interactions
Support internal and external customers with solutions to a wide range of complex banking enquiries and complaints
Evidence an ability for analytic problem solving
Deliver exemplary customer service at all times aligned to SOP's and quality standards
Triage and escalate enquires for immediate action based on customer need and business requirements
Achieve or exceed individual and team performance targets
Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives

**Working from home
If working from home you will need to supply the following (at your own cost)

Strong internet connection
Ergonomic desk and chair
Private area
2 monitors
Keyboard
Docking station

From here, the opportunities are endless
At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve.

As a value's driven organisation, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility and internal promotion.

With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities.

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Advertising End Date: 11/02/2023