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Form of workAbout 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.
See yourself in our Team
Our Credit Card Disputes Helpline is a specialised team that supports customer and frontline branch enquiries in relation to disputed transactions on customer debit and credit cards. These disputes can vary from duplicate transactions, unauthorised transactions, refund enquiries and unfilled goods sent. We are a fast paced, high touch call centre environment that strives to provide exceptional service, support and complaints resolutions to our customers.
We currently have a number of permanent opportunities available within the team, with an intended start date of May 6, 2024. We offer flexible working arrangements, supportive training, career development and much more!
As a Customer Service Specialists in our Credit Card team, you will receive incoming calls from our colleagues in our frontline retail branches, as well as direct customer enquiries in relation to customer's credit and debit card facilities. You will be responsible for supporting customers through problem identification, investigation and solutions outcomes.
You will also:
- Deliver exemplary Customer Service and align to high quality standards
- Triage and escalate enquiries for immediate action based on customer and business needs
- Achieve and exceed individual and team performance targets
- Provide support and constructive feedback to other team members and new recruits, to enable them to manage complex enquiries and to build proficiency
- Maintain strong professional relationships with cross business unit colleagues that support team objectives and collaborate to continuously improve customer outcomes
- Support internal and external customers with solutions to a wide range of complex banking enquiries and complaints
Shifts will be from 8:30am-5pm with a rotating roster where an 8pm finish may be required 1 or 2 days per month.
You will be required to complete compulsory training which will run Monday to Friday from 9AM to 5PM and will be based in our office in Eveleigh, Sydney for the first 6-12 weeks. Thereafter, you will work once a week in the office and the rest from home.
We're interested in hearing from people who have
- Strong Customer Service and complaints handling experience
- Credit card product knowledge is highly desirable
- Strong passion to support & assist your colleagues and customers
- Capability to problem solve & investigate issues whilst providing fantastic Customer Service
- Demonstrated track record in Customer Service combined with strong communication skills
- Deep desire to learn and collaborate to deliver improved outcomes for our customers
If 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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