Customer Service Specialist - 12 Month Secondment

Customer Service Specialist, Bank Guarantees Establishment

Do work that matters

Business Banking Operations is looking for a Customer Service Specialist to join our Bank Guarantees Establishment team.

Business Banking Operations is responsible for the fulfilment, settlement and servicing of commercial lending and business banking products. Our Bank Guarantees teams support customers nationally by establishing, maintaining and servicing Bank Guarantees.

Bank Guarantees are more than transactions and documents. They help customers secure contracts, pursue opportunities and grow their businesses. In this role, you will contribute to the end-to-end customer journey by helping ensure requests are completed accurately, efficiently and with care.

About the role

As a Customer Service Specialist, you will process a range of Bank Guarantee establishment activities, including reviewing requests and supporting documents, preparing and issuing Bank Guarantees, processing drawdowns and amendments, and resolving transactional or exception-based issues.

You will collaborate with internal teams across relationship management, Legal, Risk and Compliance, Commercial Lending, Foreign Trade, Trade Finance, and Bankruptcy and Liquidations. Together, you will resolve blockers, deliver accurate and timely outcomes, and maintain a strong focus on customers.

You will balance operational efficiency with quality, attention to detail and prudent risk management. You will also help identify ways to simplify processes, reduce rework and improve customer and colleague experiences.

On any given day, you will

• Deliver high-quality service by managing customer and stakeholder enquiries, complaints and issues.
• Review Bank Guarantee requests and supporting documents for completeness and accuracy.
• Process establishment activities, including issuance, drawdowns, amendments and system updates.
• Investigate transactional exceptions and processing issues, resolving or escalating them as appropriate.
• Collaborate with internal stakeholders to clarify requirements, remove blockers and progress requests.
• Provide clear, accurate and timely updates to customers and stakeholders.
• Apply sound risk judgement and follow relevant policies, procedures, controls and regulatory requirements.
• Identify opportunities to simplify processes, reduce rework and improve the end-to-end customer journey.
• Use approved AI and digital tools responsibly to improve efficiency and support better customer and colleague experiences, while verifying outputs, protecting information, applying human judgement and remaining accountable for outcomes.
• Share knowledge and contribute to a positive, inclusive and customer-focused team culture.
  
  

The AI expectation reflects internal guidance that role-appropriate AI tools may support daily work, while employees remain accountable for their prompts and use of AI-generated outputs.

We’re interested in hearing from people who have

• Strong attention to detail and a commitment to accurate, high-quality work.
• A proactive and solutions-focused approach to customer and stakeholder enquiries.
• The ability to manage competing priorities and meet operational deadlines.
• Strong written and verbal communication skills.
• Sound judgement and the confidence to identify, raise and respond to risk.
• The ability to investigate issues, interpret information and determine appropriate next steps.
• A collaborative approach and the ability to build effective working relationships.
• Curiosity and a willingness to learn, adapt and continuously improve.
• Confidence using digital tools and a willingness to develop practical AI and data literacy.
• A strong customer focus and team-oriented outlook.
  

Experience that would be beneficial

• Experience in lending operations, transactional banking, business banking or a similar operational environment.
• Experience reviewing and processing documents, checking accuracy and identifying concerns.
• Knowledge of Bank Guarantees, commercial lending or related products.
• Established CommSee knowledge.
• Experience managing customer or stakeholder enquiries and contributing to process improvements.
  

From here, the opportunities are endless

At CommBank, we are committed to building a diverse and inclusive workforce that reflects the customers, businesses and communities we serve. We support our people through development, collaboration, flexibility and opportunities to grow their careers.

With service in mind at every touchpoint, we take accountability for the role we play in supporting and enhancing the financial wellbeing of people, businesses and communities.

We support flexible ways of working, with at least half of each month spent connecting in the office. Other options may include flexible start and finish times, part-time arrangements and job sharing. Talk to us about how flexibility could work for this role.

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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