Customer Service Specialist - Indexing

About the role

The Commonwealth Bank is hiring a Customer Service Specialist for its Indexing team in Perth, a permanent full-time hybrid role combining office and remote work. The Indexing team provides document processing support for Bankwest customers, including home loans, personal loans, cards, customer service and new accounts. You will review incoming documents, identify the relevant customer and request, and ensure each document is accurately recorded and directed to the right team.

Key responsibilities

• Review incoming customer and business documents, identify the request and direct information to the right area for action.
• Accurately classify and record documents against the correct customer record or application, meeting agreed turnaround times.
• Manage varied, high-volume work across business areas, recognising urgent requests and adjusting priorities.
• Investigate unclear information, recognise customer complaints and escalate issues where required.
• Apply strong privacy, risk and quality practices and collaborate to reduce errors and improve processes.

Required profile

• Strong attention to detail and ability to work accurately in a fast-paced, high-volume environment.
• Organised, adaptable and comfortable managing changing priorities and short turnaround times.
• Sound judgement and problem-solving skills, confident seeking guidance when things are unclear.
• Comfortable learning new systems and communicating clearly in writing.
• Experience in operational processing, administration, customer service or document handling is beneficial but not essential.