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Customer Service Specialist
Commonwealth Bank
Sydney, UAE
Full Time
Mid
Onsite
4 weeks ago
Customer ServiceDispute InvestigationAnalytical SkillsCommunicationStakeholder ManagementProblem Solving
Free
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Customer ServiceDispute InvestigationAnalytical Skills
About the Role
Commonwealth Bank is seeking multiple Customer Service Specialists for the Dispute Operations Team in Sydney. You will manage and resolve card and transaction disputes, providing excellent customer service and building stakeholder relationships.
Key Skills for This Role
Customer ServiceDispute InvestigationAnalytical SkillsCommunicationStakeholder ManagementProblem Solving
Responsibilities
- Assess disputed card transaction cases in accordance with applicable scheme rules and identify appropriate case resolution
- Engage with internal and external stakeholders to investigate root cause for disputed transactions
- Contact customers to collect and document information to resolve outstanding disputes, including proactive outbound calls
- Ensure all disputes cases are handled in accordance with regulatory requirements
Requirements
- Proven ability to effectively plan and coordinate incoming work and enquiries
- Experience in a customer service role, ideally in retail banking, call centre, or similar customer facing environment
- Strong analytical and problem solving skills
- Excellent communication and stakeholder management skills
- Detail oriented – strong attention to detail, thorough and accurate
- Understanding of Visa and MasterCard rules and Regulation related to debit and credit card transaction disputes
- Knowledge of the Disputes resolution process
Full Job Posting
Role Overview
- CommBank's Chief Operations Office is looking for multiple Customer Service Specialists to join the Dispute Operations Team.
- The Disputes Operations Team manages and resolves transaction and card disputes raised by customers across Bankwest and CBA.
Key Responsibilities
- Assess disputed card transaction cases in accordance with applicable scheme rules, identifying appropriate case resolution.
- Engage with internal and external stakeholders to investigate root cause for disputed transactions.
- Contact customers to collect and document information to resolve outstanding disputes, including proactive outbound calls.
- Ensure all disputes cases are handled in accordance with regulatory requirements.
What You Need to Succeed
- 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 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.
- Detail oriented – strong attention to detail, thorough and accurate.
Work Schedule
- Sydney based role only.
- 8 weeks of office based training, then connect half the time in office between 8:30am 5pm.
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