Commonwealth Bank
Customer Service Specialist
This job is now closed
Job Description
- Req#: REQ201657
- Brokers and customers regarding the status of a home loan application when received by CBA
- 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
- Providing excellent customer service through responding and managing our customer and stakeholder enquiries, complaints and issues across multiple channels of contact
- Process transactions to satisfy customer enquiries whilst adhering to policies and procedures
- Adherence to call centre-based metrics including schedule, quality and productivity
- Work in a team environment to support the achievement of team goals and objectives
- Identifying opportunities to improve processes within your team or work area
- Undertake 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
- Demonstrated experience in a customer service role
- Ability to work autonomously and within a team environment
- Demonstrate clear and audible oral communication skills
- Demonstrate strong attention to detail and pride in quality output
- Potential for work outside of standard business hours and at different operational locations
About Us
Consumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance products. This includes operational processes for credit cards, personal loans, and home loan activities such as post settlements, discharges, construction loans, progress payments and government grants.
Our teams include customer facing Contact Services and provides the operational support to the Cash and ATM needs of the group. We are primarily located in Adelaide, 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 Home Loan Service and Settlements team is responsible for answering inbound enquiries from:
We currently have multiple permanent opportunities available within the team, with an intended start date of February 2024.
Your Impact
As a Customer Service Specialist, you will be responsible for providing exceptional on phone customer service and high-quality responses to customers, brokers, and solicitor enquiries. You will strive to provide first call resolution to our customers and provide timely updates regarding their home loan application.
Core responsibilities include:
Our team's operational hours are Monday to Friday between 8:15 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 St, Melbourne.
See yourself in our team
We’re looking for someone who thrives in a busy environment. You’ll love the buzzing, atmosphere of our call centre and your resilient nature will see you succeed in a 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:
Advertising End Date: 12/01/2024If 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.
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About the company
The Commonwealth Bank of Australia, or CommBank, is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.
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