*** This is a Perth location only role

The Chief Operations Office (COO) keeps the Bank running and powers our customer obsession.

We process and execute the majority of processes across the Bank supporting the Retail, Business, CommSec and Institutional businesses with banking, lending and markets operations. COO also runs regulatory operations and Group regulatory projects.

Our people are dedicated to providing exceptional service, and show care, courage and commitment every day.

Everyday Banking Operations (EBO) complete 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.

Our teams are primarily located in Adelaide, Melbourne, Perth, Sydney and India. Together we focus on providing efficient, high-quality service with a clear differentiation in meeting and exceeding our customers’ needs.

The Disputes Operations Team manage and resolve transaction disputes raised by customers across Bankwest and CBA.

As a Customer Service Specialist, you will be a self-starter who is passionate about delivering excellent customer service and building strong relationships with stakeholders.

You will possess the following attributes:

• A CAN do attitude, with the ability to work toward measures that deliver customer experience and service quality
• The ability to grasp concepts in a fast-changing environment
• Previous Disputes investigation experience
• A sound customer service background.

The Customer Service Specialist reports to the Manager, Disputes Operations who has 12-15 direct reports.

What your Role Will involve:

You will be expected to perform the following tasks in a manner consistent with CBA’s Values and People Capabilities.

Core responsibilities:

• Assess disputed card transaction cases in accordance with the 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 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 dispute
• Ensure that all disputes cases are handled in accordance with regulatory requirements.

What will you need to succeed in this role

• Proven 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 environment (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 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 – strong attention to detail, thorough and accurate
• Good Judgement – exercise critical thinking, analysis and assessing and taking ownership of outcome

Advertising End Date: 25/10/2024