Customer Messaging Specialist|10

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.

Your Team

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.

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
Competency and Proficiency Target
Customer Focus- Sound

Researches and verifies customer needs and expectations. Helps link organisational objectives to customer needs and expectations. Communicates the importance of customer needs/expectations and commits to resolving them. Solicits customer satisfaction feedback and acts on improvement opportunities.
Customer Support Function - Sound

Summarises the mission, vision and objectives of the customer support function. Researches major customer support programs, initiatives and issues. Works with the major units or sub-functions of a customer support organisation. Follows relevant regulatory processes and agency guidelines. Operates customer support technology used within the organisation.
Effective Communications- Sound

Makes oral presentations and writes reports needed for own work. Avoids technical jargon when inappropriate. Looks for and considers non-verbal cues from individuals and groups. Listens to feedback without defensiveness and uses it for own communication effectiveness. Delivers helpful feedback that focuses on behaviours without offending the recipient.
Financial Services Industry - Aware

Identifies key industry segments and associated characteristics. Cites common financial products or services offered by various institutions. Names key industry players, leaders, and trendsetters. Provides examples of major industry publications and professional associations.
Planning and Organising - Aware

Identifies own key assignments, schedules, and process steps. Demonstrates the ability to estimate the time and resources required to complete tasks. Applies the concept of 'critical path' in order to complete work in a timely manner and keep larger tasks on track. Seeks help to modify priorities as new information surfaces or conditions change.
Problem Solving- Sound

Identifies the root cause of a problem, using fact-finding techniques and diagnostic tools. Works collaboratively to analyse risks and benefits of alternative approaches and obtains decisions on resolution. Resolves moderately complex problems within own sphere of influence or accountability.
Risk Management – Better risk outcomes - Sound

Implements relevant risk management tools and processes for own area. Identifies financial, operational or compliance risks relevant to own team or function. Understands and adheres to relevant risk management policies, standards and procedures. Participates in the testing, review and enhancement of internal controls. Records, escalates and manages issues for identified control weaknesses or gaps
Understanding Customer Needs- Sound

Obtains information about customers' financial circumstances. Assesses customers' values and priorities. Selects varied decision-making approaches to use with customers. Presents diverse 'what-if' scenarios to help customers clarify needs. Asks questions and probes customers to help discover their actual needs and priorities.
If you're already part of the Commonwealth Bank Group (including Bankwest), 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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