Customer Service Specialist

Customer Service Specialist - Dispute Operations

**Do Work That Matters.**
CommBank's Chief Operations Office (COO) is looking for a Customer Service Specialist to join our Dispute Operations business.

Our COO business 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.

Disputes Operations is responsible for assisting CBA and Bankwest customers with the investigation and processing of disputed transactions raised on Credit Cards, Linked Scheme Debit Cards and Travel Money Cards as well as in relation to transactions via EFTPOS, ATM's, IDM's and Bpay.

**The Role.**

As a Customer Service Specialist within the Disputes Operations Team, you will manage and resolve transaction disputes raised by customers across Bankwest and CBA across multiple card products including Credit Cards, Debit Cards, Travel Money Cards and other disputed transactions.

You will utilise sound judgement skills to find solutions for our customers while obeying our Policies and Procedures to ensure our customers disputed transaction are handled with care.

You will be a self-starter who is passionate about delivering excellent customer service and building strong relationships with stakeholders.

**On Any given day you will**:

- 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
- Detail oriented - strong attention to detail, thorough and accurate
- Good Judgement - exercise critical thinking, analysis and assessing and taking ownership of outcome

**From here, the opportunities are endless.**
At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value's driven organisation, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities.

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Advertising End Date: 19/11/2024

Job ID REQ223150