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Company

Commonwealth BankSee more

addressAddressMelbourne, VIC
salary SalaryPermanent
CategoryCustomer Service

Job 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.

We have a number of amazing opportunities to join this team with an intended start date of 15th May 2023. The first 4 weeks of the role would see the successful candidate completed training full time in office at 357 Collins Street - Monday to Friday from 8:30 AM - 5:00 PM. You would them move onto the core operational hours of the team post training which is Monday to Friday from 8:30 AM - 6:30 PM.

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

This role does currently offers a hybrid model of 2 days in office and 3 days at home, subject to business needs and meeting work from home requirements. Working from home is offered after 3 months within the team to ensure you are set up for success.

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.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 14/04/2023

Refer code: 704200. Commonwealth Bank - The previous day - 2023-03-22 22:36

Commonwealth Bank

Melbourne, VIC
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