Estate Settlement And Services Specialist

Empathetic Customer Service Agent

We are looking for empathetic customer service agents who have experience working with vulnerable customers and exemplify care in every customer interaction.

Must be based in Melbourne and able to travel to the CBD.

Working hours 8:30am - 6:30pm, Monday to Friday.

Can work from office full-time for the first month pending training and WFH set up.

See Yourself In Our Team

The Contact Services – Estate Settlement and Services team responds to inbound enquiries relating to deceased estate matters. We act as the key point of contact between customers and our Estate Settlement and Services Processing Teams. In this role, you will be the concierge between our branches and informants during the initial deceased notification process, as well as supporting callers with existing estate matters.

You will guide customers through complex and often emotional situations, ensuring their needs are met simply, safely, and with care. Our customer value proposition is "Simply and Safely Meeting Our Customer's Needs – Brilliant When It Matters."

As an Estate Settlement and Services Specialist, you will bring this to life by demonstrating genuine empathy, emotional intelligence, and the ability to adapt your communication style to a wide range of customers and stakeholders.

About you: You have proven experience supporting vulnerable individuals and helping them navigate difficult circumstances. Empathy comes naturally to you, enabling you to manage sensitive and challenging conversations with confidence and care. Your compassion, resilience, and calm approach allow you to deliver consistently high-quality customer service, even in complex or emotionally charged situations. You are comfortable problem-solving, asking the right questions, and guiding customers toward appropriate solutions.

Do Work That Matters

Our Estate Settlement and Services Specialists play a critical role in supporting customers during one of the most difficult times in their lives. You will provide reassurance, clarity, and peace of mind by offering thoughtful guidance and solutions to complex estate-related matters. This role involves managing a variety of challenging interactions where your empathy, professionalism, and judgement will make a meaningful difference.

Key responsibilities:

• Provide a high level of empathy and emotional intelligence during all customer interactions
• Support internal and external customers with a broad range of complex banking enquiries and complaints
• Demonstrate strong analytical and problem-solving skills
• Deliver exemplary customer service aligned with SOPs and quality standards
• Triage and escalate enquiries appropriately based on customer needs and business requirements
• Achieve or exceed individual and team performance targets
• Build and maintain strong professional relationships across business units to support broader team objectives

Working from home:

This role currently operates on a hybrid model, with 1 day in the office and 4 days working from home per week, subject to business needs and work-from-home eligibility requirements.

If working from home, you will be required to provide (at your own cost):

• A strong and reliable internet connection
• An ergonomic desk and chair
• A private workspace
• Two monitors
• Keyboard
• Docking station