Customer Service Specialist

1 week ago


Perth, Western Australia CommBank Full time

This role is exclusively available in Perth

Join the Chief Operations Office (COO) team, the driving force behind the Bank's operations and customer focus.

Our dedicated team handles a wide range of processes across the Bank, supporting various businesses such as Retail, Business, CommSec, and Institutional, with services related to banking, lending, and markets operations. Additionally, COO is responsible for regulatory operations and managing Group regulatory projects.

Within Everyday Banking Operations (EBO), we manage operational processes for consumer finance products including credit cards, personal loans, and home loan activities such as post settlements, discharges, and government grants.

The Disputes Operations Team is responsible for managing and resolving transaction disputes at Bankwest and CBA.

The Customer Service Specialist role requires a self-starter with a passion for exceptional customer service and building strong relationships.

Key attributes for this role include:

  • A positive attitude focused on delivering exceptional customer experience
  • Adaptability in a fast-paced environment
  • Previous experience in handling disputes
  • A solid background in customer service

The Customer Service Specialist will report to the Manager, Disputes Operations, overseeing a team of 12-15 members.

Responsibilities:

  • Assess disputed card transaction cases as per scheme rules
  • Investigate disputed transactions in collaboration with internal and external stakeholders
  • Contact customers to gather necessary information for resolving disputes
  • Ensure compliance with regulatory standards

Requirements for Success:

  • Strong planning and coordination abilities
  • Customer service experience, preferably in banking or call-center environments
  • Familiarity with Visa and MasterCard rules
  • Understanding of the disputes resolution process
  • Analytical and problem-solving skills
  • Effective communication and stakeholder management skills
  • Service-oriented mindset with a focus on customer satisfaction
  • Highly motivated and results-driven
  • Detail-oriented with a keen eye for accuracy
  • Good judgment and critical thinking

If you are part of the Commonwealth Bank Group (including Bankwest, x15ventures), apply through Sidekick for a seamless application process and advancement in your career.

For applicants requiring additional support, please reach out to HR Direct.



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