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Customer Service Specialist
3 weeks ago
Customer Service Specialist
We currently have a number of amazing opportunities for Customer Service Specialists to join our Records Management Team in Bankwest Retail Lending Operations team. **Please note due to the requirement to process physical documentation, this is an office-based role in Perth CBD.**
**Do work that matters**
The Chief Operations Office (COO) supports the CBA Group in achieving business imperatives through the delivery of effective, efficient and continually improving operational processes. Core to the functions of the COO is a focus on customer. Every process that we execute has a significant impact on customer experience. The COO includes Retail Operations, Business & Institutional Operations, Market Operations and Financial Crime Operations.
**See yourself in our Team**
The Bankwest Retail Lending Operations team (under Retail Operations) is dedicated to running, improving and transforming the processes that deliver products, services and productivity benefits to the Bankwest retail customers. Together, the Bankwest Retail Lending Operations team focus on providing an efficient and high-quality service with a clear differentiation in meeting and exceeding our customers' needs.
Our Records Management team are located in Perth and provides operational support to Bankwest customers, with respect to the timely handling of loan documents across Credit Cards, Home Loans & Personal Loans. We play a critical role in the end to end loan process, ensuring our customers and stakeholders receive best in class service.
**Do work that matters**
- Providing superior levels of internal and external customer service by responding to, managing and resolving customer and stakeholder enquiries, complaints and issues
- Undertaking investigations in respect to customer requests and/or as a result of transactional or exception based issues
- Processing transactions within agreed turnaround times and consistent accuracy in a high volume environment
- Stakeholder management supporting the Group's Third Party Relationship Management network and the Group's internal Home Lender network
- Working cohesively within a team environment to look at Continuous Improvement ideas that will improve the customer experience
**We're interested in hearing from people who have**:
- Prior experience in a product or process environment or extensive customer service experience
- Exposure to the lending process would be highly advantageous (but not essential)
- Ability to learn and handle multiple tasks to support customers
- Growth mindset with an interest and motivation to continuously learn new skills and develop your capabilities within the role.
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Advertising End Date: 15/11/2024
Job ID REQ222104
