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May

Early Customer Engagement Specialist

Private Company - Commonwealth Hill, SA

Any Industry
Source: uWorkin

JOB DESCRIPTION

*You must be based in Perth to apply for this role


At CommBank we never lose sight of the role we play in other people's financial well-being. 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.

The Team


Early Customer Engagement (ECE) is the front-line team who deal with customers who have just fallen behind on a repayment on their account. The team assists customers in the management of their financial commitments by working towards a mutually agreeable payment solution and helping the customer back up on their feet.

Your impact


In your role as an Early Customer Engagement Specialist you will make outbound calls and receive inbound calls from CommBank customers in arrears of payments in Credit Cards, Home Loans, Personal Loans, and Overdrawn Personal Accounts, to recover outstanding payments.
The focus is gaining an understanding of the customer's situation and delivering excellent and courteous customer service. You will then be able to use your keen sense of negotiation to get them back on track with their payments and retain their business.

What will help you succeed?

You are highly motivated, empathetic and resilient; with strong negotiation skills to achieve mutually agreeable outcomes. You demonstrate effective listening skills, with clear and concise communication skills. You have a drive to reach and exceed expectations and enjoy working within a fast paced, high energy environment. You will also be able to demonstrate:

  • An ability to work in a busy, commercial, challenging environment.
  • The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
  • Able to perform well in an ambiguous environment
  • the ability to interact with a wide range of customers and colleagues
  • a desire to want to deliver excellent customer service
  • Ability to work in a fast paced & highly regulated environment

Hours and Training:

*Permanent Part Time Roles

Training will commence on Monday 26th July 2021 with all new starters undergoing four weeks of mandatory Full Time training, Monday to Friday 9am-5pm. Please note we cannot provide any time off during the training.

At CommBank we’re proud to support flexible working. Early Customer Engagement position has been redesigned and repurposed so you can successfully perform your role in the comfort of your own home, once training has been completed and you are competent to work alone. All you need is a designated work area, connection to internet and a landline (dedicated for work use only) then leave the rest to us!

We’ll guide you through virtual training, workstation setup, self-assessment and e-learning modules to help you adapt to working from home. We’ll also schedule occasional in-office days to ensure you can stay engaged and connected with your team.


Please note that while majority of your work will be done from home there will be some office contact hours required, therefore we can only consider applicants who are able to come into the office.

If you have a CAN do attitude and the desire to help the bank deliver on our purpose of “improving the financial wellbeing of our Customers and Communities” apply now!

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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Advertising End Date: 24/05/2021

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