Financial Assist Specialist

at  Commonwealth Bank

START DATE & TRAINING

The start date for this role is 26th of August and you must be able to commit to mandatory, full time training from 26th of August to 21st of September, 2024. The first two weeks of training is in the office and the subsequent two weeks can be completed from home.

THE ROLE:

We currently have a number of full-time opportunities available, working across the below roster:

• Monday - Friday 12.54pm-9pm AESTSaturday 9am-2pm

• We work flexibly at CommBank and office attendance once per fortnight (approximately) is required. You can be based in Melbourne, Sydney or Perth .

YOUR RESPONSIBILITIES

In your role as a Financial Assist Specialist, you will receive inbound and make outbound calls to CommBank customers who are behind on their payments on their Credit Cards, Home Loans, Personal Loans, and/or Overdrawn Personal Accounts, and attempt to recover the outstanding payments to help get the customer back on their feet.

More specifically, in this role you will:

• Provide solutions to customers experiencing hardship, ensuring compliance with all regulatory requirements.
• Negotiate with customers experiencing financial hardship to find mutually agreeable payment solutions arrangement within timeframes and delegations set by Bank policies.
• Operate under a Credit Approval Authority with authority to extend facilities and consider positions of compromise in sensitive situations.
• Maintain accurate record keeping of customer payment history and status of account.
• Perform to contact centre based metrics such as adherence to schedule, quality requirements and productivity measures.
• Actively work towards resolving customer enquires and/or complaints in a prompt, professional and caring manner.
• Present and discuss information effectively via written or phone based manner.
• Multi-task across a range of different systems.

• Build rapport with customers, take accountability and drive positive customer outcomes.Work autonomously and as part of a team in a busy, customer-focused workplace.