Customer Service Specialist - Card Disputes

Do Work That Matters.
CommBank’s Dispute Operations function is looking for a Customer Service Specialist to join our Compliance and Dispute Services team.
 

Disputes Operations are responsible for assisting CBA and Bankwest customers with the investigation and processing of disputed transactions raised on Credit Cards, Linked Scheme Debit Cards and Travel Money Cards as well as in relation to transactions via EFTPOS, ATM’s, IDM’s and Bpay.
 

The Role.
You will analyse and investigate disputed card transaction for both fraud and non-fraud transactions by exploring opportunities to identify recovery, mitigate losses and resolving claims. You will provide superior levels of internal and external Customer Service by responding to and managing customer and stakeholder enquiries, complaints, and issues. These enquiries come in many forms including phone, messaging and emails.
 

You will primarily investigate transactions or exception-based issues and will process large amounts of information, collaborating with government agencies, and cross-checking several pieces of information to understand the root cause of the enquiry.
 

On any given day you will:

• Analysing transaction challenges which cause losses and troubleshooting to determine the issue.
• Collaborate with subject matter experts to identify and execute solutions.
• Work with clients to collect and document information that may be used to resolving outstanding disputes.
• Ensure that all Dispute cases are handled in accordance with the scheme requirements.

We’re interested in hearing from people who have:
You will have demonstrable problem-solving skills and will have some knowledge across Transactions, or payments with investigation skills.
 

You will also have:

• Ability to multitask and effectively prioritise work to ensure enquiries are resolved in a timely manner.
• Excellent Communication and stakeholder management skills, support by collaboration mindset
• Well-developed attention to detail skills and will
• Good Judgement with skills and depth across critical thinking, analysing and assessing and taking ownership of outcome or solution.
   

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. 
 

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you’re interested in.