This is a Sydney based role only.CommBank's Chief Operations Office (COO) is looking for multiple Customer Service Specialists to join and contribute to our Dispute Operations Team!
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.Do Work That MattersAs a Customer Service Specialist, you will be a self-starter who is passionate about delivering excellent customer service and building strong relationships with stakeholders.Our requirement for this role is to be located Sydney and the successful applicant to undergo 12 weeks of in office training and 20 % connection rate expectation rotating roster Mon - Fri 8:30 to 5:00pm.
We are also open on all non-national public holidays.
Key responsibilities includeA can-do attitude, with the ability to work toward measures that deliver customer experience and service qualityThe ability to grasp concepts in a fast-changing environmentPrevious Disputes investigation experienceA sound customer service background.The Customer Service Specialist reports to the Manager, Disputes Operations who has ***** direct reports.You will be expected to perform the following tasks in a manner consistent with CBA's Values and People Capabilities.Assess disputed card transaction cases in accordance with the applicable scheme rules,



identifying the appropriate case resolutionEngage with internal and external stakeholders to investigate the root cause for disputed transactionsContact 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 disputeEnsure that all disputes cases are handled in accordance with regulatory requirements.What will you need to succeed in this roleProven 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 setting (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 skillsExcellent communication and stakeholder management skillsA service-based mindset with strong customer focusHighly motivated, result-driven, team and customer-focusedDetail oriented – strong attention to detail, thorough and accurateGood Judgement – exercise critical thinking, analysis and assessing and taking ownership of outcome If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application.
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📌 Customer Service Specialist (New South Wales)
🏢 Commonwealth Bank Of Australia
📍 New South Wales