Customer Engagement Specialist

Job description

A Bit About the Role Our Community Assistance Line (CAL) & Power of Attorney (POA) Team is looking for Expressions of Interest from passionate, customer-focused colleagues who are looking for their next opportunity. This permanent role combines supporting customers through the First Nations Customer Assistance Line and Power of Attorney functions. You'll work with customers, representatives, and stakeholders through some of life's most important and often challenging moments, providing guidance, support, and practical solutions with empathy and care. As part of this role, you'll develop specialist knowledge while making a meaningful difference to customers navigating sensitive situations and complex processes. This role involves exposure to complex and sensitive issues, including elder abuse, financial abuse, homelessness, and domestic and family violence. Applicants should be comfortable working in emotionally challenging environments and maintaining a customer-first approach in difficult situations. Your Day-to-Day Be the warm and engaging voice of the bank for customers contacting CAL and POA. Receive inbound calls, make outbound calls, and support customers through digital channels. Resolve customer enquiries at first point of contact wherever possible. Review, assess, and process Power of Attorney and legal authority documentation. Support customers and their representatives in understanding POA and legal authority processes. Manage customer cases and workflows within CPS. Complete administrative, compliance, and risk-related activities accurately and efficiently. Support vulnerable customers, including those experiencing elder abuse, financial abuse, domestic and family violence, and homelessness. Collaborate with internal teams and external stakeholders to achieve positive customer outcomes. Contribute to the team's vision, values, and culture while adding value to every customer interaction. Maintain awareness of operational risk, regulatory compliance, and workplace health and safety requirements. A Bit About You You'll be someone who: Is empathetic, customer-focused, and passionate about helping others. Takes ownership and accountability for delivering positive outcomes. Has strong attention to detail and enjoys working through complex processes. Communicates clearly and confidently with customers and stakeholders. Stays organised and can manage competing priorities effectively. Thrives in a fast-paced and evolving environment. Is adaptable and resilient when dealing with sensitive or emotionally challenging situations. Works well independently and as part of a collaborative team. Welcomes feedback and is committed to continuous improvement. We're Interested in Hearing From People With Proven customer service experience. Strong computer literacy and the ability to navigate multiple systems. Excellent verbal and written communication skills. Strong attention to detail and a high level of accuracy. The ability to manage administrative and case management tasks effectively. A proactive risk and compliance mindset. Experience supporting vulnerable customers, or a genuine interest in working with vulnerable communities. The ability to build trust and meaningful relationships with customers and stakeholders. A Bit About Us We're on a mission to become Australia's favourite digital bank, transforming from our roots as one of Australia's oldest banks into one that meets the needs of today's customers. Our focus is on delivering intuitive products and experiences that make banking seriously uncomplicated. Our people are our greatest asset, and we foster a culture built on curiosity, collaboration, inclusion, and innovation. We believe everyone should feel valued, empowered, and supported to do their best work, creating an environment where diverse perspectives and experiences are celebrated. The Benefits Flexible working arrangements to support work-life balance. Opportunities to build specialist skills and grow your career. Ongoing learning, development, and coaching support. Annual volunteer leave to support causes that matter to you. Access to a range of financial, lifestyle, and wellbeing benefits. Meaningful recognition and reward programs. The opportunity to make a genuine difference in the lives of customers and communities. We're committed to building a team that reflects the rich diversity of our customers and communities and to creating an inclusive environment where everyone can thrive. If you're excited about making a difference and helping customers through important life moments, we'd love to hear from you. Even if you don't meet every requirement, we encourage you to apply. 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: 16/09/2026