Financial Assist Specialist

2 weeks ago

Melbourne, Victoria, Australia Commonwealth Bank Full time

The Role:


We currently have a number of full-time opportunities available, across different rosters between Monday - Saturday 9am-9pm AEST, with most shifts starting 12pm onwards.

We work flexibly at CommBank and office attendance once per fortnight (approximately) is required. You can be based in Melbourne, Sydney or Perth.

Start Date & Training

The start date for this role is 27th of May and you
must be able to commit to mandatory, full time training from 27th of May to 24th of June, 2024.

The first two weeks of training is in the office and the subsequent two weeks can be completed from home.


See Yourself in our Team

You'll be joining the Financial Assist team - a hard working bunch who assist our customers in the management of their financial commitments by working towards a mutually agreeable payment solution.


Your Responsibilities

In your role as a Financial Assist Specialist, you will receive inbound and make outbound calls to CommBank customers who are behind on their payments on their Credit Cards, Home Loans, Personal Loans, and/or Overdrawn Personal Accounts, and attempt to recover the outstanding payments to help get the customer back on their feet.


More specifically, in this role you will:

  • Provide solutions to customers experiencing hardship, ensuring compliance with all regulatory requirements.
  • Negotiate with customers experiencing financial hardship to find mutually agreeable payment solutions arrangement within timeframes and delegations set by Bank policies.
  • Operate under a Credit Approval Authority with authority to extend facilities and consider positions of compromise in sensitive situations.
  • Maintain accurate record keeping of customer payment history and status of account.
  • Perform to contact centre based metrics such as adherence to schedule, quality requirements and productivity measures.
  • Actively work towards resolving customer enquires and/or complaints in a prompt, professional and caring manner.
  • Present and discuss information effectively via written or phone based manner.
  • Multitask across a range of different systems.
  • Build rapport with customers, take accountability and drive positive customer outcomes. Work autonomously and as part of a team in a busy, customerfocused workplace.

What will help you succeed?

  • You are highly motivated, empathetic and resilient; with strong negotiation skills to achieve mutually agreeable outcomes.
  • You demonstrate effective listening skills, with clear and concise communication skills. You have a drive to reach and exceed expectations and enjoy working within a fast paced, high energy environment.

What's in it for you?

We offer you the chance to make real changes in the lives of our customers, to help them keep their homes and securing a better future for Australian families.

In return, we will offer you first class training and ongoing support to help you succeed in your role and grow your career with the endless opportunities at CBA.

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Advertising End Date: 26/04/2024

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