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Organization: At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.
Job Title: Subject Matter Expert
Location: Bangalore- Manyata Tech park
Business & Team:
The Direct Banking and Direct Lending business brings together Retail Banking Services (RBS).
The CSD team is an integral part of Direct Lending Business who assist the retail bank customers by identifying and resolving their lending enquiries through quality conversations over messaging services, we support our customer in a 24/7 environment.
Impact & Contribution:
The Direct Banking team is an integral part of CSD Business who assist the retail bank customers by identifying and resolving their banking enquiries through quality conversations over messaging services, we support our customer in a 24/7 environment.
Roles & responsibilities:
- Preferably in an International Customer Service/Contact centre.
- Role relevant experience of up to 5+ year in relevant scope of work (*Training/QA/Operations) in BFSI Domain
- Sound knowledge of MSOffice – Excel, Word, and PowerPoint (Preferred)
- Tableau experience is preferred
- Resolve Retail banking enquiries/collections and assist customers with complex financial needs.
- Resolving customer enquiries and/or complaints in a prompt, professional and caring manner.
- Maintain individual performance.
- Analytical thinker can contribute towards business process improvement, continuous improvement.
- Uses relevant customer handling experience to assist in difficult enquiries and conversations when required.
- Can assist team members with decision making leveraging sound knowledge of process, product, and policies.
- Can act as a mentor to new hires and help them through embedded training phases.
- Can manage SLAs and KPIs in accordance with business requirements when required, able to step up as Team Leader back up as required.
- Able to analyse potential business improvement scope, able to apply sound domain, process, and policy knowledge to conduct Root Cause Analysis
- Able to analyse and interpret data to provide value performance insights.
Essential Skills
- Overall industry experience of 7+ years
- Delivering Training Programs
- Content Development
- Feedback and Coaching
- Reporting
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Qualifications:
Any Graduate and above
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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