Customer Service Specialist

2 months ago

Melbourne, Australia Commonwealth Bank Full time

**Do Work That Matters.**
CommBank's Bereavement Support Services (BSS) are responsible for responding to inbound enquiries relating to Deceased Estate matters. We act as the interface between the customer and the Bereave Support Services Processing Teams. This involves being the concierge between Branch and informant during a new deceased notification process; and assisting callers on existing estate matters to provide simple and reliable support when it matters.

**See yourself in our team.**
Our Bereavement 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.

**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
- Evidence an ability for analytic problem solving
- 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
- Achieve or exceed individual and team performance targets Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives
-

**About you.**
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 empath, equipping you with the ability to successfully handle challenging conversations and deliver empathetic customer service Experience following process and keeping our customers informed at every possible stage
-

**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.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 18/08/2023

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