Customer Service Specialist

Customer Service Specialist

**Do Work That Matters.**
CommBank's Estate Settlement Services (ESS) are responsible for responding to inbound enquiries relating to Bereavement & Deceased Estate matters for our customers. We are a passionate team, dedicated to ensuring our customers get the service and care they need.

The ESS teams are responsible for the End-to-End case management for a Deceased Estate which include Transactional based accounts, unsecured lending products and business products. Our role is to ensure the seamless processing of deceased estates cases, in line with the bank's vision and values.

**See yourself in our team.**
Our Estate Support Specialists are a critical support function for our customers who are going through a difficult situation involving the loss of a loved one. Our team members provide customers peace of mind and provide solutions to complex situations where a high level of empathy and strong service is at its core.

The team deals with a multitude of challenging cases, where we utilise empathy, judgement, and critical thinking to process our customers' requests and provide banking solutions in their time of need. This includes using sound decision making to validate, verify and analyse information to ensure a caring, transparent, and frictionless experience for the loved ones of our customers who have passed away as we help them finalise their estate matters.

**Core responsibilities include**:

- Provide a high level of empathy and emotional intelligence during interactions.
- Support internal colleagues and external customers with solutions to a wide range of complex banking enquiries and complaints.
- High problem-solving skills to provide the right solutions at the right time.
- Triage and escalate enquires for immediate action based on customer need and business requirements.
- Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives.

**About you.**
You will have demonstrated experience working with vulnerable individuals, with experience in helping customers navigate difficult situations while displaying high levels of empathy and emotional intelligence during these key interactions. You will also possess sound judgement skills and able to make occasionally bespoke decisions that best suit the situation.
- Strong analytical problem solving capability
- High level of empathy, equipping you with the ability to successfully handle challenging conversations and deliver solutions

You will be provided with in-office detailed and focussed training during the first few weeks of the role. Once competent, which may take several months, this role will be hybrid working.

**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.

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office. We also have many other flexible working options available including changing start and finish times, part-time arrangements and job share to name a few. Talk to us about how these arrangements might work in the role you're interested in.

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Advertising End Date: 12/09/2024

Job ID REQ218531