Customer Engagement Specialist

2 weeks ago


Perth, Western Australia Commonwealth Bank of Australia Full time

About the Role

This is a Casual position requiring 16 hours per week, with the opportunity to bid for more hours pending resource requirements. Availability is required during operating hours between 6am – 6pm AWST Monday to Friday.

Key Responsibilities

  • Successfully answer calls presented via an automated dialler system with the objective of achieving set RPCs and successful payment outcomes.
  • Negotiation and approval of repayment arrangements suitable to mitigate continued or further delinquency.
  • Identification of customers experiencing financial difficulty that require a different payment treatment and providing them with relevant information.
  • Utilise all key techniques in gaining commitment to make payment through following the Early Customer Engagement call Model.
  • Competence in the collections process on all arrears products.
  • Perform manual searches of customers in arrears when required.
  • Display the Group's core vision and values.
  • Identifying and updating details to ensure accuracy of all Customer information.

About You

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.

Your Development

If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into higher leadership roles, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.



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