Associate Analyst

Overview

Associate Analyst (Consumer Service Specialist) in the CSD Consumer Lending team of Direct Lending, handling inbound customer lending enquiries through quality conversations over messaging services.

What you'll do

• Take inbound calls and messaging enquiries to build and maintain positive relationships with existing customers by resolving and identifying their lending enquiries.
• Speak with customers, ask specific questions and learn about their financial situation to identify their needs.
• Identify how to maximise customer lending needs aligned with responsible lending, and ensure customers are banking as effectively as possible.
• Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture.
• Contribute to an error free process by adhering to process policies and procedures.
• Encourage and drive the identification of process improvements and assist with driving higher levels of customer satisfaction.
• Contribute to the success of the site through collaboration.
• Deal with complex enquiries and manage complaints within your delegation.
• Maintain clear and effective communication with your Team Manager regarding any issues or concerns and collate common themes.
• Interact with customers by messaging using a customer centric approach, developing relationships by demonstrating a personal interest, creating self-service opportunities and facilitating customer requests.
• Use knowledge of the Bank's products and services to attend to customers' identified financial needs, gained through ongoing training.
• Achieve customer service excellence by understanding and practicing the Bank's customer service standards.

What you'll need

• 1 to 4 years of relevant experience in support and banking domain.
• Flexible working in 24/7 rotational shifts.
• Bachelor's degree in Business Management, Business Administration, Computer Applications or Commerce.

Details

• Location: Bangalore, Manyata Tech Park.
• Works 24/7 rotational shifts.
• Perform tasks in a manner consistent with CBA Values and Group Strategy.
• Advertising end date: 10/11/2026.