Team Manager Estate Settlement Services

at  Commonwealth Bank

SEE YOURSELF IN OUR TEAM

Contact Services, Estate Settlement Services are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the interface between the customer and the Estate Settlement Services Processing Teams. This involves being the concierge between Branch and informant during a new deceased notification process; and assisting callers on existing estate matters.
Our customer value proposition is ‘Simply and Safely Meeting Our Customer’s Needs-Brilliant When It Matters’. As an Estate Settlement Services Team Manager you are expected to bring these words to life and coach your Team to provide high levels of empathy and emotional intelligence during interactions whilst adapting communication style to different demographics and stakeholders.

• Effective communicator
• Inherent desire and capability to deliver customer service excellence
• Identify and drive continuous improvement initiatives through Agile working and organisational change
• Strong data analytics, problem solving and decision making skills
• Strong influencing and negotiation skills and superior relationship management capability
• Demonstrated experience in driving performance and engagement through coaching
• Achieve or exceed individual and team performance targets
• Grow and develop the Team in support of their career aspirations
• Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives