About Us

Consumer Finance and Everyday Banking Operations (CFEBO) complete operational processes for our CBA consumer finance products including credit cards and personal loans, along with home loan activities such as post settlements, discharges, construction loans, progress payments and government grants.

Our teams also include the customer facing Contact Services as well as the operational support to the Cash and ATM needs of the group. We are a nationally spread team and together we focus on providing an efficient and high quality service with a clear differentiation in meeting and exceeding our customers’ needs.

Our Home Loan Service and Settlements team is responsible for answering inbound enquiries from:

• Brokers and customers regarding the status of a home loan application once received by the CBA

• Solicitors and conveyancers seeking progress updates and bookings for purchases and discharge settlements

• Branches enquiring about a wide variety of matters relating to the home loan process

We currently have multiple permanent opportunities available within the team, with an intended start date of Monday 29th August 2022.

Your Impact

As a Customer Service Specialist, you will be responsible for providing exceptional customer service and high quality responses to customer/broker/solicitor enquiries within a contact centre environment. You will strive to provide first call resolution to our customers and provide timely updates regarding their home loan application.

Core responsibilities may include some or all of the following:

• Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints and issues across multiple channels of contact.

• Process transactions to satisfy customer enquiries whilst adhering to policies and procedures.

• Work to call centre based metrics such as adherence to schedule, quality requirements and productivity.

• Work in a team environment by developing and maintaining professional relationships with colleagues that support the achievement of team goals and objectives.

• Identifying opportunities to improve the processes within your team or work area.

• Undertaking investigations in respect to customer requests and/or as a result of transactional or exception based issues

• Processing transactions within agreed turnaround times and consistent accuracy in a high volume environment

Our team's operational hours are Monday to Friday between 8:00 AM - 7:00 PM (extended to 8:00 PM during daylight savings), with a rotational roster on offer.

For the first 6 weeks of the role, you will be required to complete compulsory training which will run Monday to Friday from 8:30 AM to 5:00 PM, and will be based in our office at 5-7 Central Ave South Eveleigh.

See yourself in our team

We’re looking for someone who thrives in a busy environment. You’ll love the buzzing, sometimes noisy, atmosphere of our call centre and your resilient nature will see you succeed in a sometimes challenging environment.

You are the type of person who thrives on answering customer’s questions and providing the best in class service, ensuring their needs are met and delivering the right solutions to them at the right time.

You will also have:

• Demonstrated experience in a customer service role

• You will have ability to work autonomously and within a team environment.

• You will demonstrate clear and audible oral communication skills.

• You will demonstrate strong attention to detail and pride in quality output.

• Potential for work outside of standard business hours and at different operational locations

T he health and safety of our people, customers and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID-19. Please speak to us if you have any questions about this based on your individual circumstances.