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Customer Service Specialist

2 weeks ago

Perth, Australia Bankwest Full time

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. The team have a vital role to play in service delivery by managing customer documents.

Do work that matters
- Providing superior levels of internal and external customer service by responding to, managing and resolving customer and stakeholder enquiries through mailboxes.
- Preparing and dispatching approved home loan contracts and card letters to customers, relevant documents to solicitors for paper based settlements,
- Scanning incoming documents sent by customers and solicitors, actioning returned mail, making sure relevant documents and collateral details are correct after settlement etc.
- Processing transactions within agreed turnaround times and consistent accuracy in a high volume environment
- 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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