Customer Engagement Payments Specialist

See Yourself in Our Team

You'll be joining the Payments Team, a high-performing and customer-focused team that plays a critical role in helping customers manage their banking and payment needs.

As a Payments Team Member, you'll support customers through a range of payment enquiries and transactions, delivering exceptional service across multiple channels. Working in a fast-paced environment, you'll help customers achieve positive outcomes while ensuring compliance with policies, procedures, and risk requirements.

Your Responsibilities

In your role as a Payments Team Member, you will:

• Process transactions and resolve customer enquiries in line with policies and procedures.
• Support customers in completing high-value payments through inbound and outbound calls, as well as digital chat interactions.
• Navigate high-risk processes and identify potential risk opportunities.
• Manage end-to-end customer enquiries through their preferred channel.
• Handle customer enquiries and complaints professionally, referring complex financial needs to relevant specialists where required.
• Deliver a customer-centric experience across multiple channels while building strong customer relationships. [
• Manage complex customer enquiries, escalations, and support activities.
• Communicate clearly and professionally in both written and verbal interactions.
• Achieve or exceed customer experience, service quality, and operational performance targets.
• Effectively multitask across systems while maintaining accuracy and quality.
• Build rapport, take ownership, and deliver positive customer outcomes through strong listening and problem-solving skills.
• Identify opportunities to refer customers to relevant specialists where appropriate.
• Contribute to a collaborative team environment and embrace change and continuous improvement.

What Will Help You Succeed?

We're looking for someone who is:

• Passionate about delivering outstanding customer experiences.
• Empathetic, resilient, and able to remain calm when navigating complex customer situations.
• A strong communicator with excellent listening, negotiation, and problem-solving skills.
• Highly organised with strong attention to detail.
• Comfortable working across multiple systems and customer channels simultaneously.
• Motivated to achieve performance outcomes while maintaining a customer-first mindset.
• Adaptable and thrives in a fast-paced, high-energy environment.
• Able to work both independently and collaboratively as part of a team.

Why Join Us?

This is an exciting opportunity to build your career within a dynamic team that is committed to delivering exceptional customer outcomes. You'll gain exposure to complex payment processes, develop valuable customer service and problem-solving skills, and be part of a culture that values collaboration, continuous improvement, and customer obsession.

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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Advertising End Date: 22/08/2026