Customer Engagement Specialist


At CommBank we never lose sight of the role we play in other people's financial well-being.  Our focus is to help people and businesses move forward, to progress. To make the right financial decisions and achieve their dreams, targets and aspirations.

Your team 

Every 2 years, Financial Counsellors across Australia rank the hardship policies and practices of all banks via survey on a scale of one to 10. Today, we are number 1 with a score of 7.2. The highest result for any bank in Australia and by far the biggest increase of any organisation.

Financial Assistance Solutions (FAS) assists retail banks customers in the management of their financial commitments by working towards a mutually agreeable payment solution. You will be working with a team of Customer Engagement Specialists who all report to the Team Manager.

Your impact 

In your role as a Customer Engagement Specialist you will make outbound calls and receive inbound calls from CommBank customers in arrears of payments in Credit Cards, Home Loans, Personal Loans, and Overdrawn Personal Accounts, to recover outstanding payments. 

The focus is gaining an understanding of the customer's situation and delivering excellent and courteous customer service. You will then be able to use your keen sense of negotiation to get them back on track with their payments and retain their business.

What will help you succeed? 

You are highly motivated, empathetic and resilient; with strong negotiation skills to achieve mutually agreeable outcomes. You demonstrate effective listening skills, with clear and concise communication skills.  You have a drive to reach and exceed expectations and enjoy working within a fast paced, high energy environment.

Shift details and requirements:

Please note: We have casual opportunities for both full time and part time hours.

  • The shift times vary Monday to Friday earliest start time 8am latest finish time 9pm.
  • Saturday 9-2pm OR 12-5pm

Training details and requirements:

To be considered for this position you must also be available to attend a compulsory 4 week full time paid training program commencing on 2nd July 2018, as stated below:

Weeks 1, 2, 3, 4: Monday – Friday 8:30am – 4:00pm


There are many benefits enjoyed by the CommBank team including access to world class technology, discounts on a range of financial products, a corporate wardrobe, nationally accredited training and a wealth of career opportunity within a business of 50,000+ people.

Have a question about your application, our process or what happens next? Click here for some of the most commonly asked questions about applying for a role at CommBank.

Are you viewing this job on LinkedIn? Click here to apply