Customer Engagement Specialist Technical Support - Deceased Estates

Customer Engagement Specialist Technical Support – Deceased Estates
Full Time

A bit about the role:
Our Deceased Estates Team is expanding! We’re a dedicated group supporting executors, next of kin, solicitors, and trustees to settle and manage banking arrangements after a customer has passed away. We build meaningful relationships with customers and external stakeholders, guiding them through sensitive, complex processes with empathy and care.

The Customer Engagement Specialist Technical Support is responsible for providing a high level of customer service, as well as assisting the team through coaching and change initiatives.

This role involves exposure to complex and sensitive issues. Applicants should be comfortable working in emotionally challenging environments.

Your day-to-day:

• Act as a 2IC within the team and provide coaching and support to help colleagues develop capability
• Collaborate with stakeholders regarding change initiatives and guide the team through changes
• Handle inbound calls with warmth and professionalism, resolving customer queries at the first point of contact
• Support vulnerable customers with empathy and understanding, ensuring every interaction is handled with care
• Process payment requests accurately and efficiently, maintaining compliance and customer satisfaction
• Manage shared mailboxes and ensure timely responses across multiple communication channels
• Contribute to team huddles and knowledge-sharing sessions, fostering a culture of continuous improvement
• Maintain awareness of operational risk, regulatory compliance, and occupational health and safety requirements

A bit about you:

• Empathetic and customer-focused
• Comfortable working in a fast-paced environment
• Open to feedback and continuous improvement
• Strong communicator and team player
• Adaptable and resilient in sensitive situations

We’re interested in hearing from people with:

• Proven customer service experience
• Strong computer skills and ability to multitask
• A proactive risk mindset
• Experience or interest in working with vulnerable communities

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 to one that meets the needs of today. Our focus is on delivering intuitive products and experiences that make banking seriously uncomplicated.
Our people are our greatest asset. We foster a culture of bold ideas, curiosity, and change. In return, we offer flexible work arrangements, unique career opportunities, and a workplace where everyone feels valued and empowered. Diversity and equality are at the heart of our culture—because a safe and inclusive environment is vital for doing great work.
We say our culture is “Made by Us”. And we’re really proud of that. See what we’re all about here.

The benefits:

• Resources to grow your career and reach your full potential
• Annual volunteer leave to support causes close to your heart
• A range of perks across financial, lifestyle, and wellbeing initiatives
• Meaningful recognition that rewards great work

We’re committed to building a team that reflects the rich diversity of our customers and communities, and we’re determined to make a real difference for Australia’s First Peoples. If you’re excited about this opportunity but don’t meet every requirement, we still 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.

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