Estate Settlement and Support Specialist

2 weeks ago


Melbourne, Victoria, Australia Commonwealth Bank of Australia Full time

Delivering Empathetic Customer Service
As an Estate Settlement and Support Specialist at the Commonwealth Bank of Australia, you will be responsible for providing high levels of empathy and emotional intelligence during interactions with customers who are going through a difficult situation involving the loss of a loved one. Our Estate Settlement Services Specialists are a critical support function for our customers, providing peace of mind and solutions to complex situations.

About the Role
This role is ideal for individuals who have demonstrated experience working with vulnerable individuals, with the ability to help them navigate a challenging situation. You will have the opportunity to develop and maintain strong professional relationships with cross-business unit colleagues that support the achievement of broader team goals and objectives.

Key Responsibilities:

  • 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 SOPs 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

Benefits and Rewards
We offer a competitive salary of $80,000 - $110,000 per annum, depending on experience, as well as a hybrid working model with 2 days in office and 3 days at home. This role also offers opportunities for professional development and career growth within the organisation.

Working Arrangements
If working from home, you will need to supply your own equipment, including a strong internet connection, ergonomic desk and chair, private area, 2 monitors, keyboard, and docking station.

What We're Looking For
We're looking for individuals who possess strong communication and interpersonal skills, with the ability to adapt their communication style to different demographics and stakeholders. If you're passionate about delivering empathetic customer service and have a kind and caring nature, we encourage you to apply for this exciting opportunity.



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