Customer Service Representative

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

**Key Aspects of the Role**:

- Support our customers who have fallen victim to fraud and scams
- 12-month fixed term contract, full time (38 hours per week) position.
- Operating hours**:8am - 12:15am from Monday to Friday, 8am - 4:21pm on Saturday and Sunday**. You must be willing to work a rotating roster in accordance with the operating hours.
- High volume call centre environment.
- **In office attendance for training is required**. Once we’ve set you up for success, you will move to hybrid working with a mixture of working from home and office hub days.
- In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.

**Do work that matters**
- Deliver excellence in customer service and innovation.
- Conduct in-depth scam conversations with customers in vulnerable situations.
- Demonstrate excellent verbal communication and customer service skills.
- Pay strong attention to detail and problem-solving across complex financial data.
- Document statements, concerns, and observations from customer conversations.
- Exercise judgment to assess potential scams.
- Identify and escalate potential and emerging trends.
- Adhere to protocols, processes, and procedures, and adapt to change.
- Multitask across several banking tools.

**We’re interested in hearing from people who have**
- Strong problem-solving and decision-making capability.
- High level of personal integrity and commitment to confidentiality and privacy principles.
- Preferred experience in the Financial Services Industry, focusing on Online and Mobile roles.
- Demonstrated excellence in customer service, including personal, written, and verbal skills.
- Ability to resolve basic customer complaints.

**What will help you succeed?**

Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking. You will also demonstrate:

- Think outside the box and provide the best solutions to meet customers' financial needs.
- Perform well in an ambiguous environment.
- Interact with a wide range of customers and colleagues.
- Deliver excellent customer service.
- Work in a fast-paced and highly regulated environment.

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Advertising End Date: 25/09/2025

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