Customer Resolution Specialist at Home-in

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem-Solving, Communication, Customer Satisfaction, Issue Management, Guidance, Troubleshooting, Collaboration, Documentation, Trend Identification, Efficiency Improvement

Industry

Financial Services

Description

Where do you fit in? We are seeking a Customer Resolution Specialist to join Home-in to support our Customer Support Operations and Partnered Lawyer Firms in delivering exceptional service to customers through-out their home-buying journey. The Customer Support Operations is pivotal to our business as we are responsible for ensuring the success of each and every one of our customers’ property journeys– from search to settlement. This role is mainly responsible for managing escalated issues, providing expert guidance to team members, and ensuring the highest level of customer satisfaction. This role requires excellent problem-solving abilities, strong communication skills, and in-depth knowledge of our products and services. What you’ll do day-to-day: Key Responsibilities: Accountable for the day-to-day operational delivery of operational tasks/activities for their state. Ensure accurate and timely settlement of transactions. Collaborate with various teams to troubleshoot and resolve complex settlement issues Handle escalated customer issues and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex inquiries and provide expert advice to team members. Collaborate with various departments to gather information and resolve escalated issues. Document and track escalations, ensuring accurate and detailed records are maintained. Identify trends and patterns in escalations to proactively address potential issues. Develop and implement procedures to enhance settlement efficiency and control. Provide support to team members to enhance their knowledge and skills. Eligibility criteria: Extensive experience with Home-in processes and policies At least 6 months in your current role, in accordance with company policy Preferred Qualifications: Bachelor's degree in a related field or equivalent work experience. Proven experience in a customer service or technical support role, with a focus on handling escalations. Strong problem-solving skills and the ability to think critically under pressure. Excellent verbal and written communication skills. Ability to work collaboratively with cross-functional teams. Strong organizational skills and attention to detail. Proficiency in using customer service software and tools. Research shows that people from underrepresented backgrounds sometimes hesitate to apply for roles if they don't meet every requirement. If this is you, don’t worry - we still encourage you to apply. We are committed to creating a workplace that supports long-lasting and meaningful careers for everyone, and your unique skills and perspective might be just what we’re looking for! 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. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 01/03/2026 x15 is a venture-scaler, powered by CommBank. We build, buy, and invest in startups that will benefit the bank’s 15 million customers and beyond. In navigating the space between corporate and startup worlds, our people open themselves up to new levels of career-defining opportunity. We're an employer of technologists, growth, and digital talent, as well as more traditional operations and lending people, and we harness this collision of careers, ideas and expertise to help build and scale the next generation of digital businesses. We are looking forward to hearing from you if you're interested in a career that enables you to access the space between corporate and start up, and excited by the challenge of driving and delivering new innovations that will help shape the bank of the future.

Responsibilities

This role is primarily responsible for managing escalated customer issues and complaints, ensuring timely resolution, and serving as the main point of contact for complex inquiries while providing expert advice to team members. Key duties also involve overseeing the day-to-day operational delivery for their state, ensuring accurate transaction settlements, and identifying trends in escalations to proactively address potential problems.