Operations Team Member-33
Location
Bangalore | India
Job description
Your business
Retail Banking Services (RBS) 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.
Your team The CSD Customer Support team is an integral part of Customer Service Direct Buiness who assist the retail bank customers in management of their financial needs by working towards a mutually agreeable solutions. The CSD Customer Support team process operational functions/tasks and assist with maximizing the customers needs.
Your impact & contribution The role of a Business Support Specialist is key to providing support and assistance for all of the products offered by RBS such as Credit Cards, Home Loans, Personal Loans, and Overdrawn Personal Accounts including Business Accounts with completing activities across CSD Customer Support teams. This includes engaging with key stakeholders: FAS teams, Direct Banking, Direct Lending, Procurement, Legal, Compliance, RBS Credit Risk, CMU, Audit, Finance and IT. You will also work with, Mercantile Agents, Solicitors and Administrators.
You will be expected to perform your tasks in a manner consistent with CBA Values and Group Strategy.
Your Responsibilities - Analyse and identify opportunities for improvement across teams
- Function as Subject Matter Expert that represents the business. This includes participation and representation on projects that impact CSD
- Be the point of contact for clients and service providers for account issues
- Assisting with the billing cycle for all Collection Agencies
- Assisting with accounts, miscellaneous requests, refunds and other general procedure enquiries from the customers
- Assisting with reporting, correspondence and processing
- Assisting the administration of new and pre-existing processes as required
- Handle sensitive queries demonstrating strong communications skills, diplomacy and discretion
- Identify complex situations, recommending solutions and escalating to Team Leader Business Customer as required
- Ensure compliance with Bank policy and legislation at all times
- Issue correspondence where necessary
- Meet individual and team Key Performance Indicators/targets, including outbound telephony contacts with customers and external business partners and inbound call actioning (mandatory)
- Work effectively in a team environment, sharing information to other team members
- Encouraging customer centric commercial behaviour amongst the team
- Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.
Skills Your skills & experience - Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
- High volume Customer based processing experience
- Strong reporting, spread sheeting and reconciliations expertise
- Strong analytical, written and oral skills
- Excellent organisational, planning and documentation skills
- High level of attention to detail and a disciplined and thorough approach to investigations
Your Qualifications - Knowledge of CSD systems is desirable
- Proven ability to build and maintain positive and professional internal and external relationships
- Knowledge of the CBA products
- Intermediate – Advanced Excel skills
- Intermediate – Advanced Outlook skills
- Intermediate – Advanced Microsoft Word skills
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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Advertising End Date: 08/02/2024
Job tags
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