Estate Support Consultant

3 months ago

Sebringville, Canada Commonwealth Bank Full time

Join Our Dedicated Team
At Commonwealth Bank, our Contact Services and Estate Settlement Services are committed to addressing inbound inquiries related to matters of deceased estates. We serve as the vital link between our customers and the Estate Settlement Services Processing Teams, ensuring a seamless experience during the deceased notification process and assisting with ongoing estate inquiries.

Your Role
As an Estate Support Consultant, you will embody our customer value proposition: 'Simply and Safely Meeting Our Customer's Needs - Brilliant When It Matters'. Your role will require you to deliver exceptional levels of empathy and emotional intelligence in every interaction, tailoring your communication style to suit various demographics and stakeholders.

About You
You will have a proven track record of working with sensitive individuals, demonstrating your ability to guide them through challenging circumstances. Your empathy is your greatest asset, enabling you to manage difficult conversations and provide compassionate customer service consistently. Your caring disposition drives your success as an Estate Support Consultant.

Make a Difference
Our Estate Support Consultants play a crucial role in supporting customers during times of loss. You will provide peace of mind and solutions to complex issues, where empathy and high-quality service are paramount. The team handles a variety of challenging inquiries, making your support and guidance essential.

Key Responsibilities Include:

  • Exhibit a high level of empathy and emotional intelligence during customer interactions
  • Assist both internal and external customers with a range of complex banking inquiries and complaints
  • Demonstrate strong analytical problem-solving skills
  • Deliver outstanding customer service in alignment with standard operating procedures and quality benchmarks
  • Assess and escalate inquiries for prompt action based on customer needs and business requirements
  • Meet or exceed individual and team performance objectives
  • Foster and maintain strong professional relationships with colleagues across various business units to support broader team goals

Flexible Work Environment
This position currently offers a hybrid work model, allowing for a combination of in-office and remote work, depending on business needs and work-from-home requirements.
If working remotely, you will need to ensure the following (at your own expense):

  • Reliable internet connection
  • Ergonomic desk and chair
  • Private workspace
  • Two monitors
  • Keyboard
  • Docking station

If you are already part of the Commonwealth Bank Group, including Bankwest and x15ventures, please apply through the appropriate channels to submit your application. We are eager to support you in advancing your career.

We recognize that accessibility is important, particularly for users of assistive technologies. If you require additional support during the application process, please reach out to our HR team for assistance.

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