Customer Support Specialist

Ability to handle deeply sensitive customer situations such as family violence, elder abuse, or financial hardship with genuine care, patience, and professional boundaries.

Strong analytical skills are essential for performing deep-dive investigations into fraud, scams, and complex complaints to reconstruct timelines and determine fair outcomes.

As the final internal escalation point, you need to be adept at managing high-pressure conversations with Customers, brokers, and stakeholders to resolve disputes and reach a consensus.

You are eager to embrace AI offerings and proactively look for ways to leverage these tools to make our processes smarter and more efficient.

A solid understanding of the Australian banking regulatory landscape, with a specific focus on RG 271 (Internal Dispute Resolution) and industry standards for managing vulnerable customers.

The role requires collaboration with cross-functional teams, including Customer Protect, Product teams, and frontline business units, to ensure a unified approach to sensitive Customer matters.