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Salary- Note we have 6 full-time roles available.
- Role is hybrid, requiring partial office attendance at our Collins Street office. Note, training will consists of a minimum of two week full-time in Collins Street office.
CommBank's Estate Settlement Services (ESS) are responsible for responding to inbound enquiries relating to Deceased Estate matters; including next steps for Losing a Loved One.
We act as the interface between the customer and the Estate Settlement and Support Processing Teams. This involves being the concierge between Branch and customer/informant during a new deceased estate notification process; and assisting callers on existing estate matters to provide simple and reliable support when it matters.
See yourself in our team.
Our Estate 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. You will be provided with in-office detailed and focussed training during the first few weeks of the role.
This role is a full-time role working within business hours of 8:30am-6:30pm on a rotating roster.
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.
- High problem-solving skills to provide the right solutions at the right time.
- 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.
- Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives.
You will have demonstrated experience working with vulnerable individuals, with experience in helping customers navigate difficult situations while displaying high levels of empathy and emotional intelligence during these key interactions.
- Well-developed Customer Service skills
- High level of empathy, equipping you with the ability to successfully handle challenging conversations and deliver solutions
- Experience following process and keeping our customers informed at every possible stage.
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.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 22/01/2024
