Customer Service Specialist

1 week ago

Perth, Australia Commonwealth Bank of Australia Full time

Customer Service Specialist

** This is a Perth location only role**

The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession.

We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and Group regulatory projects.

Our people are dedicated to providing exceptional service, and show care, courage and commitment every day.

Everyday Banking Operations (EBO) complete operational processes for our CBA consumer finance products including credit cards and personal loans, along with home loan activities such as post settlements, discharges, construction loans, progress payments and government grants.

Our teams are primarily located in Adelaide, Melbourne, Perth, Sydney and India. Together we focus on providing efficient, high-quality service with a clear differentiation in meeting and exceeding our customers' needs.

The **Disputes Operations Team** manage and resolve transaction disputes raised by customers across Bankwest and CBA.

As a **Customer Service Specialist**, you will be a self-starter who is passionate about delivering excellent customer service and building strong relationships with stakeholders.

You will possess the following attributes:

- A CAN do attitude, with the ability to work toward measures that deliver customer experience and service quality
- The ability to grasp concepts in a fast-changing environment
- Previous Disputes investigation experience
- A sound customer service background.

The Customer Service Specialist reports to the Manager, Disputes Operations who has 12-15 direct reports.

**What your Role Will involve**:
You will be expected to perform the following tasks in a manner consistent with CBA's Values and People Capabilities.

Core responsibilities:

- Assess disputed card transaction cases in accordance with the applicable scheme rules, identifying the appropriate case resolution
- Engage with internal and external stakeholders to investigate the root cause for disputed transactions
- Contact customers to collect and document information that may be used to resolve outstanding disputes - this may include making proactive outbound calls to customers to obtain additional information required to resolve their dispute
- Ensure that all disputes cases are handled in accordance with regulatory requirements.

**What will you need to succeed in this role**
- Proven ability to effectively plan and coordinate incoming work and enquiries (essential)
- Experience in a customer-service role, ideally in retail banking, call-centre - or a similar customer-facing environment (essential)
- Understanding of Visa and MasterCard rules and Regulation related to debit and credit card transaction disputes (optional)
- Knowledge of the Disputes resolution process (optional).
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management skills
- A service-based mindset with strong customer focus
- Highly motivated, result-driven, team and customer-focused
- Detail oriented - strong attention to detail, thorough and accurate
- Good Judgement - exercise critical thinking, analysis and assessing and taking ownership of outcome

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: 30/05/2024

Job ID REQ209615

  • Customer Service Specialist

    3 days ago

    Perth, Australia Commonwealth Bank of Australia Full time

    Customer Service Specialist **Please note the start date for this role is 12th of August where the first four weeks of training will be in the Murray Street office.** **See yourself in our team** Contact Services, Estate Settlement and Support are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the interface...

  • Customer Service Specialist

    2 months ago

    Perth, Australia Chandler Macleod Full time

    **Our client**: Our client is an Australian based freight specialist who offer tailed solutions to their clients nationally and internationally. Highly recognised for their multiple service offerings and business expertise, they take an innovative approach to addressing freight movements. Currently, they are adding to their professional and high performing...

  • Customer Service Specialist

    7 days ago

    Perth, Australia Commonwealth Bank Full time

    **_Please note the start date for this role is 12th of August where the first four weeks of training will be in the Murray Street office. _** **See yourself in our team** Contact Services, Estate Settlement and Support are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the interface between the customer and...

  • Customer Service Specialist

    1 week ago

    Perth, Australia DFP Recruitment Services Full time

    **Job description**: Do you want the flexibility of a **hybrid role** providing exceptional customer service with all the equipment, structured training and support you need? For our client, customers are at the heart of everything they do. Their mission is to create a connected future so that everyone can thrive, and that’s where you come in! As they...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia Chandler Macleod Full time

    Our client:Our client is an Australian based freight specialist who offer tailed solutions to their clients nationally and internationally. Highly recognised for their multiple service offerings and business expertise, they take an innovative approach to addressing freight movements.Currently, they are adding to their professional and high performing team...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia DFP Recruitment Services Full time

    Job description:Do you want the flexibility of a hybrid role providing exceptional customer service with all the equipment, structured training and support you need?For our client, customers are at the heart of everything they do. Their mission is to create a connected future so that everyone can thrive, and that's where you come in As they build their team...

  • 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...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia AUTOrecruit Full time

    Growing & successful businessGreat career progressionPerth location Our client specialises in Driver Assistance Systems, offering drivers innovative safety support features including automatic emergency braking, lane keep assistance, cruise control, cross traffic detection, park assistance, blind spot detection, and more. With a rapidly growing presence...

  • Customer Service Specialist

    2 weeks ago

    Perth, Australia Commonwealth Bank Full time

    **_** This is a Perth location only role _** The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession. We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and...

  • Customer Service Specialist

    3 weeks ago

    Perth, Australia Commonwealth Bank of Australia Full time

    Customer Service Specialist **About 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...

  • Customer Service Specialist

    4 weeks ago

    Perth, Australia GSB Full time

    Customer Service Specialist **About the role** At Great Southern Bank we're a customer-obsessed bunch. We pull out the stops to help all Australians own their own home. This means attracting and retaining customers through our strong brand, clever propositions, and award-winning service and support. Our Customer Service Specialist role is pivotal to...

  • Customer Service Specialist

    2 weeks ago

    Perth, Australia GSB Full time

    Customer Service Specialist **About the role** At Great Southern Bank we're a customer-obsessed bunch. We pull out the stops to help all Australians own their own home. This means attracting and retaining customers through our strong brand, clever propositions, and award-winning service and support. Our Customer Service Specialist role is pivotal to...

  • Customer Service Specialist

    2 months ago

    Perth, Australia Commonwealth Bank of Australia Full time

    Customer Service Specialist Please note we have a number of permanent part-time opportunities available across the following two roster patterns: - 8am-1pm Monday-Friday - 12pm-5pm Monday - Friday **About Us** Consumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance products. This includes...

  • Customer Service Specialist

    7 days ago

    Perth, Australia Commonwealth Bank of Australia Full time

    Customer Service Specialist Please note we have a number of permanent part-time opportunities available across the following two roster patterns (27.5 hours per week) - 8.30am-1.30pm Monday-Friday - 12pm-5pm Monday - Friday **About Us** Consumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia GSB Full time

    Customer Service SpecialistAbout the roleAt Great Southern Bank we're a customer-obsessed bunch. We pull out the stops to help all Australians own their own home. This means attracting and retaining customers through our strong brand, clever propositions, and award-winning service and support.Our Customer Service Specialist role is pivotal to supporting our...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia Commonwealth Bank Full time

    _ This is a Perth location only role _**The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession.We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and Group...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia Commonwealth Bank of Australia Full time

    Customer Service SpecialistPlease note we have a number of permanent part-time opportunities available across the following two roster patterns:8am-1pm Monday-Friday 12pm5pm Monday FridayAbout UsConsumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance products. This includes operational processes...

  • Customer Service Specialist

    1 week ago

    Perth, Western Australia Commonwealth Bank Full time

    Do work that mattersConsumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance products including credit cards and personal loans, along with home loan activities such as post settlements, discharges, construction loans, progress payments and government grants. Our teams also include the customer...

  • Customer Service Specialist

    4 weeks ago

    Perth, Australia Bankwest Full time

    This is a Perth location only role_ The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession. We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and Group...

  • Customer Service Specialist

    2 months ago

    Perth, Australia Commonwealth Bank Full time

    Please note we have a number of _permanent part-time _opportunities available across the following two roster patterns: - 8am-1pm Monday-Friday 12pm-5pm Monday - Friday **About Us** Consumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance products. This includes operational processes for credit...