Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Service Specialist role.
Rezi rewrites your resume against Commonwealth Bank's job description. Free.
Tailor your resume to this Customer Service Specialist role.
Rezi rewrites your resume against Commonwealth Bank's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Service Specialist posting at Commonwealth Bank — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Service Specialist posting at Commonwealth Bank — free, in seconds.
About the Role
Join CommBank's Chief Operations Office (COO) Dispute Operations Team as a Customer Service Specialist. This role is crucial for managing and resolving transaction and card disputes for CBA consumer finance products, including credit cards and personal loans.
Responsibilities
- Assess disputed card transaction cases in accordance with 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 to resolve outstanding disputes, including proactive outbound calls.
- Ensure all disputes cases are handled in accordance with regulatory requirements.
- Work toward measures that deliver customer experience and service quality.
- Grasp concepts in a fast-changing environment.
Requirements
- Located in Sydney.
- Undergo 12 weeks of in-office training.
- 20% connection rate expectation with a rotating roster Monday - Friday, 8:30 AM to 5:00 PM.
- Open on all non-national public holidays.
- Proven ability to effectively plan and coordinate incoming work and enquiries.
- Experience in a customer-service role, ideally in retail banking, call-centre, or a similar customer-facing environment.
- 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.
- Highly motivated, result-driven, team and customer-focused.
- Detail oriented with strong attention to detail, thorough and accurate.
- Good Judgement, exercise critical thinking, analysis, and assessing and taking ownership of outcomes.
Skills
- Customer service
- Disputes investigation
- Analytical skills
- Problem-solving skills
- Communication skills
- Stakeholder management
- Attention to detail
Location
- Sydney
Work Type
- Full-time
- Onsite (during training)
Experience Level
- Entry level
About the Company
- CommBank's Chief Operations Office (COO) keeps the Bank running and powers our customer obsession.
- COO completes operational processes for our CBA consumer finance products including credit cards and personal loans, along with home loan activities such as post settlements, discharges, construction loans, progress payments and government grants.
- The Disputes Operations Team manage and resolve transaction and Card (E.g Mastercard or Debit card) disputes raised by customers across Bankwest and CBA.