Customer Care Specialist Sydney

Do the work that matters: Business Financial Assistance - Financial Difficulty is a dynamic and growing team. We are a high performing team purely focused on assisting Small Business Customers who are experiencing difficulty in meeting their financial commitments. We work closely with Risk, Product, Small Business Banking and Group Credit Structuring to provide tailored solutions for our customers. See yourself in our team: You will have empathetic conversations with our customers who are experiencing financial difficulty. You will work with the customer to tailor a bespoke solution to meet their unique financial circumstances, which fits within risk appetite, and your credit delegation (PCAA). We are available to service our business banking customers from 8am to 6pm, Monday to Friday Your duties will include:

• Provide a high level of customer service to Small Business Banking Customers who are experiencing financial difficulty.

• Prepare and approve credit applications and strategy papers while ensuring compliance with risk policies and frameworks or acceptable mitigants for policy exceptions, are met
• Act within your delegated approval authority at all times, and demonstrate sound judgement when escalating issues for resolution.

• Maintain thorough and accurate customer records.

• Resolve customer complaints in a sensitive manner, ensuring balanced outcomes.

• Understand the Small Business Banking segment and changes to financial difficulty and ensure that you comply with relevant regulations and external legislative requirements.

• Foster collaborative working relationships with counterparts in the Risk, Product, Small Business Banking and Group Credit Structuring to ensure a holistic customer outcome is achieved for customers experiencing financial difficulty.

We're interested in hearing from people who:

• Positive team-based attitude with the ability to add value to the team's productivity and culture.
• Well-developed analytical, interpretive and communication skills, with application in banking and financial services industry.
• Minimum 5 years customer contact experience.
• Minimum 2 years' experience in analysing financials for small businesses.
• Ability to provide sound, consistent risk decisions.
• Awareness of relevant industry issues, in particular Hardship and financial difficulty, which might impact on external and internal credit environments affecting credit quality and recommend appropriate changes to system and/or policies.

Desirable

• Tier 2 Accreditation.
• Tertiary qualification in finance or commerce.

Relevant professional qualification (e.g. Finsia, PRMIA or GARP) or studying towards it. In this role you will gain experience in:

• Stakeholder Management e.g. developing and maintaining strong relationships with internal and external stakeholders.
• Problem solving e.g. making decisions and solving problems to achieve optimal outcomes - acting as a self-starter, bringing a range of options and a recommended solutions, rather than simply escalating a problem.
• Resiliency - it is an exciting but high intensity environment - you will need to display composure and have the ability to find an effective work/ life balance.
• Customer Focus - you will be responsible for case managing customers in financial difficulty to resolution.

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: 09/04/2024