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