Customer Service Specialist – Dispute Operations (Sydney)

About the role

The Dispute Operations Team at CommBank is looking for Customer Service Specialists to assess and resolve card transaction disputes for Bankwest and CBA customers. This Sydney‑based role involves a blend of investigative work, stakeholder engagement, and direct customer contact, with an initial eight‑week office‑based training program.

Key responsibilities

• Assess disputed card transactions against scheme rules and determine appropriate resolutions.
• Investigate root causes by collaborating with internal and external stakeholders.
• Contact customers proactively to gather information needed to close disputes.
• Ensure all cases are processed in line with regulatory and compliance requirements.
• Maintain accurate documentation and case records throughout the investigation process.

Required profile

• Previous experience investigating card disputes or similar financial investigations.
• Strong customer‑service background, preferably in retail banking or a call‑centre environment.
• Ability to adapt quickly in a fast‑changing environment and manage incoming work efficiently.
• Excellent communication and stakeholder‑management skills.
• Detail‑oriented with good judgement and a results‑driven mindset.

Required skills

• Understanding of Visa and MasterCard rules and regulations related to debit and credit card disputes.
• Knowledge of the dispute resolution process and relevant regulatory requirements.