Job Description

Job Header

Customer Service Representative Home Loan Service

Advertiser: Commonwealth Bank of Australia3.6 out of 53.6 overall rating (1106 employee reviews) More jobs from this company

Job Information

Job Listing Date
16 May 2019
Location
Brisbane, CBD & Inner Suburbs
Work Type
Part Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Customer Service Representative Home Loan Service

We have a fantastic opportunity for motivated, enthusiastic and driven customer service experts to join our Direct Lending team located in Brisbane CBD.

Do work that matters

As a Customer Service Representative in Home Loan Service you will build and maintain positive relationships with customers by resolving and identifying their potential needs through conversation.

Our Team

Direct Lending is part of the Direct Channels business within Retail Banking Services (RBS), along with Direct Banking and Financial Assist Solutions. The Direct Lending business brings together all Home Loan and Personal Loan activities across Direct Channels.

The Role

Your responsibilities will include but are not limited to:

  • You will achieve or exceed performance targets relating to customer experience, product sales, service quality and operational performance by adhering to the Bank’s sales and service methodologies
  • You will interact with customers by phone to develop exceptional customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate customer request.
  • You will work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.
  • You will create a strong pipeline of clients to work with and assist in their financial needs, proactively seeking cross sell opportunities
  • You identify and refer customers with complex financial needs to specialists within the Bank.
  • You will be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner. Organise, action and follow up on own daily work and delegated tasks
  • You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and cross sell. Identify and complete account based maintenance enquiries at customers request
  • Your performance will be measured against the following targets; customer experience, product sales and self-service option targets

Your Capability

To be successful in this role you should be a self-motivated individual who is passionate about providing outstanding customer service as well as:

  • You show initiative and enjoy problem solving.
  • You have the demonstrated ability to work in a busy, commercial, competitive and target-driven environment.
  • Able to perform well in an ambiguous environment  
  • You collaborate well & understand shared success
  • Passionate about customer satisfaction
  • Ability to work in a fast paced & highly regulated environment

 

Hours of Work:

This is a Permanent Part Time, set shift position.

Multiple schedules available across Monday to Sunday working 3-4 days (21-32 hours) per week. Hours available vary between 8am and 10pm.

Please note: The role will commence Monday 15th July, where you will be required to be available for 4 weeks of full time training – Monday to Friday 9am to 5pm.

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!

We have a fantastic opportunity for motivated, enthusiastic and driven customer service experts to join our Direct Lending team located in Brisbane CBD.

Do work that matters

As a Customer Service Representative in Home Loan Service you will build and maintain positive relationships with customers by resolving and identifying their potential needs through conversation.

Our Team

Direct Lending is part of the Direct Channels business within Retail Banking Services (RBS), along with Direct Banking and Financial Assist Solutions. The Direct Lending business brings together all Home Loan and Personal Loan activities across Direct Channels.

The Role

Your responsibilities will include but are not limited to:

  • You will achieve or exceed performance targets relating to customer experience, product sales, service quality and operational performance by adhering to the Bank’s sales and service methodologies
  • You will interact with customers by phone to develop exceptional customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate customer request.
  • You will work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.
  • You will create a strong pipeline of clients to work with and assist in their financial needs, proactively seeking cross sell opportunities
  • You identify and refer customers with complex financial needs to specialists within the Bank.
  • You will be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner. Organise, action and follow up on own daily work and delegated tasks
  • You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and cross sell. Identify and complete account based maintenance enquiries at customers request
  • Your performance will be measured against the following targets; customer experience, product sales and self-service option targets

Your Capability

To be successful in this role you should be a self-motivated individual who is passionate about providing outstanding customer service as well as:

  • You show initiative and enjoy problem solving.
  • You have the demonstrated ability to work in a busy, commercial, competitive and target-driven environment.
  • Able to perform well in an ambiguous environment  
  • You collaborate well & understand shared success
  • Passionate about customer satisfaction
  • Ability to work in a fast paced & highly regulated environment

 

Hours of Work:

This is a Permanent Part Time, set shift position.

Multiple schedules available across Monday to Sunday working 3-4 days (21-32 hours) per week. Hours available vary between 8am and 10pm.

Please note: The role will commence Monday 15th July, where you will be required to be available for 4 weeks of full time training – Monday to Friday 9am to 5pm.

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!

Right to live and work

You must have the right to live and work in this location to apply for this job.

Report this job advert

Be careful- Don’t provide your bank or credit card details when applying for jobs. If you see something suspicious .

Share this role

Applications will open the advertiser’s site.