Organization:  At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Messaging Specialist

Location: Bangalore

Business & Team:  Early Customer Engagement (ECE) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes

The CSD Customer Support team is an integral part of Customer Service Direct Business who assist the retail bank customers in management of their financial needs by working towards a mutually agreeable solutions. 

Impact & Contribution: 

You will provide product and service support to customers and service teams, through online based channels, delivering a superior and seamless customer experience

You will be expected to perform your tasks in a manner consistent with CBA Values and Group Strategy.

Roles & Responsibilities:

• Actively work towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner.
• Achieve or exceed performance targets relating to customer experience, service quality and operational performance by adhering to the Bank’s service methodologies.
• Process transactions to satisfy customer enquiries whilst adhering to policies and procedures.
• Utilise a customer centric approach to interact with customers by Messaging to develop customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate customer request.
• Use your knowledge of the Bank’s products and services to attend to the customers’ identified financial needs gained through ongoing training.
• Achieve customer service excellence by understanding and practicing the Bank’s customer service standards.  
• Resolve simple enquiries and refer customers with complex financial needs to specialists within the Bank.
• Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
• Perform clerical tasks on behalf of the customer, processing data into relevant systems and responding to the customer leveraging pre-defined content

Essential Skills:

• 3+ years of experience in Customer Support
• Utilise a customer centric approach to interact with customers by Messaging to develop customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate customer request.
• Use your knowledge of the Bank’s products and services to attend to the customers’ identified financial needs gained through ongoing training.
• Achieve customer service excellence by understanding and practicing the Bank’s customer service standards

Education Qualifications: Bachelor’s degree in Business Management/ Business Administration/ Computer Applications & Commerce

Advertising End Date: 19/01/2025