Investigation and Payments Analyst

7 months ago

Sydney, Australia Commonwealth Bank Full time

Investigations and Payments Analyst - Support desk (taking calls) - Payments Service Utility - 2 positions available - 1 permanent position and 1 12-month secondment position. _

**Building Tomorrows Bank Today**

The Payments Service Utility (PSU) is part of Technology and incorporates all of the group’s payments-related technology, service management, operations, governance and correspondent banking teams to deliver end-to-end payment capabilities for our customers.

The Investigations and Payments Analyst - Support desk (taking calls) - Payments Service Utility

roles are embedded in the Payments Service Utility (PSU) and these roles have been created to support the needs of our customers in relation to the aftercare of their payments.

They will report into one of the three managers in the Investigations and Payments team and will work in a matrix environment along with the Business Improvement and delivery team to support the run operations and change embedding.

**Your impact and contribution**

You will be expected to perform your tasks in a manner consistent with CBA’s Values - Our values of Care, Courage and Commitment ensure everyone has a collective understanding of how we act, how we make decisions, and how we solve problems to become a simpler, better bank. No matter what role or level, we all live and breathe our values every day, in every interaction, whether it be with customers or with each other.

In addition to our values expectations, you will also be expected to use our “Should we test” - asking “Can we” isn’t always enough - We should also ask “Should we”.

The Investigations and Payments Analyst - support desk will report to one of the three managers in the Investigations and payments space and will maintain and build productive relationships within and across Payments Service Utility as well as other business units. These includes:

- Group Customer Relations (GCR)
- International Money Transfer Product owners
- Network Management
- Group Security - scams team
- Group security sanctions team
- Group security frauds team
- Direct Banking
- Customer Assist and Direct Channels
- Branch Network and Business Banking Segments
- Risk Partners

**Your responsibilities**

To be part of a team ensuring that investigations (and subsequent re-issuing of payments) for Inward and Outward International Money Transfers and RTGS and Vostro queries are resolved in a timely manner and minimise any operational risks to the Bank and customers. To answer calls to ensure all calls relating to both inward and outward investigations are answered within a timely manner, cases are logged correctly, and assistance is provided to other colleagues when time permits. Taking on feedback via coaching to create operation excellence to ensure we are ahead of our competitors to deliver customer satisfaction every day.

**CORE RESPONSIBILITIES**

As an Investigations and Payments Analyst taking calls on our support desk, you’ll be the friendly voice our customers hear when they contact us. You will assist customers and branches with cases relating to International Money Transfers and Real time payments, and empathetically provide extra care to customers facing delays with their payments. You will work across a diverse breadth of payment channels including:
Branch initiated payments.

NetBank and Commbank app payments.

CommBiz initiated payments.

Simple branch enquiries

**Your skills and experience**
- You are a hard worker who’s driven to make a difference for our customer.
- Prior experience in a call centre type environment.
- Prior experience with Investigations and payments.
- Proven record of accomplishment of accepting business changes.
- Established productivity and risk focus.
- Resilient and motivated team player.
- Open to Coaching and Performance Management.
- Strong influencing and negotiation skills.
- Strong customer service, stakeholder management and negotiating skills.
- Relevant operations experience.
- Productivity training and certification (desirable)
- SWIFT knowledge, desirable
- Payment Management System (PMS) knowledge
- Intellitracs knowledge
- Real Time Gross Settlement (RTGS) knowledge

**See Yourself in our Team**

**We’re Interested in hearing from people who**
- Genuinely care about the experience of customers.
- Have excellent communication skills.
- Customer service experience in an operation or call centre type role.
- Have the ability to navigate new technology and computer systems.
- Are naturally curious, resilient, empathetic and adaptable.
- Have aspirations to grow their career with us.
- Can give examples of displaying our values of care, courage and commitment.
- Experience working in a call centre and or payment knowledge is highly regarded.

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