Customer Service Specialist – Aftercare

Customer Service Specialist

CommBank's Business Banking Operations (BBO) function is looking for a Customer Service Specialist to join our Aftercare team. BBO is responsible for the fulfillment, settlement, and servicing of Commercial Lending products for the Group. The team supports our Business & Private Banking and Institutional Banking colleagues in delivering exceptional service to a wide range of customers including small businesses, franchises, and large-scale corporate customers.

About the role

You will be responsible for post settlement tasks relating to commercial loans including registration of security documents, management of paper security packets, and performing many other post settlement duties. This is an operations team, which utilizes high attention to detail skills to process a high-volume of aftercare requests.

You will also be responsible for supporting and collaborating with internal and external stakeholders with enquiries relating to our Commercial business customers, meeting our operational objectives and deadlines, whilst maintaining strong customer communication to ensure our customers receive a high quality and timely service.

On any given day you will:

• Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints, and issues
• 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
• Contributing to and/or completing reconciliations
• Completing general administrative duties as required
• Practicing prudent risk management by identifying and responding to business risks

We're interested in hearing from people who have:

To be successful in this role, the ideal candidate should have some experience across commercial, business banking, or retail operations lending processes and will have a strong desire to learn, bring a continuous improvement mindset, and have some demonstrated experience working within a fast-paced and high-volume environment. You may also have:

• Demonstrated knowledge and experience of the home lending/commercial lending process
• Strong customer service experience with the ability to build relationships with relevant stakeholders
• High attention to detail and accuracy
• Strong work ethic with a team orientated outlook

From here, the opportunities are endless

At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses, and communities we serve. As a values-driven organization, we nurture and support our people, through focusing on skill and talent development, collaboration, flexibility, and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses, and communities.

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office.