Customer Engagement Specialist

Location: Sydney
Job Type: Casual
Reference: 20164423_09032018


Every 2 years, Financial Counsellors across Australia rank the hardship policies and practices of all banks via survey on a scale of one to 10. Today, we are number 1 with a score of 7.2. The highest result for any bank in Australia and by far the biggest increase of any organisation.

At CommBank we never lose sight of the role we play in other people's financial well-being.  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.

Your team 

Financial Assistance Solutions (FAS) assists retail banks customers in the management of their financial commitments by working towards a mutually agreeable payment solution. You will be working with a team of Customer Engagement Specialists who all report to the Team Manager.

Your impact 

In your role as a Customer Engagement Specialist you will make outbound calls and receive inbound calls from CommBank customers in arrears of payments in Credit Cards, Home Loans, Personal Loans, and Overdrawn Personal Accounts, to recover outstanding payments. 

The focus is gaining an understanding of the customer's situation and delivering excellent and courteous customer service. You will then be able to use your keen sense of negotiation to get them back on track with their payments and retain their business.

What will help you succeed? 

You are highly motivated, empathetic and resilient; with strong negotiation skills to achieve mutually agreeable outcomes. You demonstrate effective listening skills, with clear and concise communication skills.  You have a drive to reach and exceed expectations and enjoy working within a fast paced, high energy environment.

Shift details and requirements:

Please note: to be considered for this role you MUST be able to be flexible across 6 different shift times (including weekend shifts). As this is a casual position there is no guarantee of working hours and shifts will fluctuate according to business needs. The shift times are:

Training details and requirements:

To be considered for this position you must also be available to attend a compulsory 4 week full time paid training program commencing on 7th May 2018, as stated below:

Weeks 1, 2, 3, 4: Monday – Friday 8:30am – 4:00pm


There are many benefits enjoyed by the CommBank team including access to world class technology, discounts on a range of financial products, a corporate wardrobe, nationally accredited training and a wealth of career opportunity within a business of 50,000+ people.