What are the responsibilities and job description for the Customer Service Specialist - Estate Settlement position at Commonwealth Bank of Australia?
See yourself in our team
Contact Services, Estate Settlement Services are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the interface between the customer and the Estate Settlement Services Processing Teams. This involves being the concierge between Branch and
informant during a new deceased notification process; and assisting callers on existing estate matters.
Our customer value proposition is ‘Simply and Safely Meeting Our Customer’s Needs-Brilliant When It Matters’. As an Estate, Settlement Services Specialist you are expected to bring these words to life by providing high levels of empathy and emotional intelligence during interactions whilst adapting communication style to different demographics and stakeholders.
About you
You will have demonstrated experience working with vulnerable individuals, with the ability to help them navigate a difficult situation. Empathy is one of your greatest strengths, equipping you with the ability to successfully handle challenging conversations and deliver empathetic customer service, each and every interaction. Compassion is key, your kind and caring nature drives you to help others, making you successful as an Estate Settlement and Support Specialist.
Do work that matters
Our Estate Settlement Services Specialists are a critical support function for our customers who are going through a difficult situation involving the loss of a loved one. Our consultants 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 calls where your empathy, support and guidance for our customers is crucial.
Other core responsibilities include:
- Provide a high level of empathy and emotional intelligence during interaction
- Support internal and external customers with solutions to a wide range of complex banking enquiries and complaints
- Evidence an ability for analytic problem solving
- Deliver exemplary customer service at all times aligned to SOP’s and quality standards
- Triage and escalate enquires for immediate action based on customer need and business requirements
- Achieve or exceed individual and team performance targets
- Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives
Hybrid Working
This role does currently offers a hybrid model of 2 days in office and 3 days at home, subject to business needs and meeting work from home requirements.
If working from home you will need to supply the following (at your own cost);
- Strong internet connection
- Ergonomic desk and chair
Private area - 2 monitors
- Keyboard
- Docking station
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. We’re keen to support you with the next step in your career.
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