Customer Service Specialist - Dispute Operations

Location
Sydney NSW
 
Full job description
Do Work That Matters .
CommBank’s Dispute Operations function is looking for a Customer Service Specialist to join our Dispute Operations team.


Disputes Operations are responsible for assisting CBA and Bankwest customers with the investigation and processing of Disputed and Representment transactions raised on Credit Cards, Linked Scheme Debit Cards and Travel Money Cards as well as in relation to transactions via EFTPOS.


The Role.
You will analyse and investigate Represented card transaction for both fraud and non-fraud transactions by exploring opportunities to identify recovery, mitigate losses and resolving claims. You will provide superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints, and issues. These enquiries come in many forms including phone, messaging and emails.


You will primarily investigate transactions or exception-based issues and will process large amounts of information, collaborating with government agencies, and cross-checking several pieces of information to understand the root cause of the enquiry.


On any given day you will:

Analyse transaction challenges which cause losses and troubleshooting to determine the issue.
Collaborate with subject matter experts to identify and execute solutions.
Work with clients to collect and document information that may be used to resolving outstanding dispute process.
Ensure that all Represented cases are handled in accordance with the scheme requirements.

We’re interested in hearing from people who have:
You will have demonstrable problem-solving skills and will have some knowledge across Transactions, or payments with investigation skills.


You will also have:

Ability to multitask and effectively prioritise work to ensure enquiries are resolved in a timely manner.
Excellent Communication and stakeholder management skills, support by collaboration mindset
Well-developed attention to detail skills and will
Good Judgement with skills and depth across critical thinking, analysing and assessing and taking ownership of outcome or solution.
Business / Finance degree or similar

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 value’s driven organisation, 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.

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.

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Advertising End Date: 01/08/2025
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