Service Excellence Officer- Collections

Service Excellence Officer - Collections & Hardship at AMP, Parramatta, New South Wales, Australia.

Help people create their tomorrow, while you create yours. We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 175 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How will you make an impact

The Service Excellence Officer plays a critical role in driving customer-focused strategies that not only enhance satisfaction and loyalty but also contribute to the overall success and growth of both the Customer Financial Solutions team and AMP Bank.

• Analyse data to identify patterns, trends, and opportunities for enhancing customer experiences within Customer Financial Solutions processes
• Develop actionable insights from data analysis to inform strategic decision-making and improve customer engagement
• Serve as the primary point of contact for Customer Financial Solutions customer complaints and events, ensuring timely and effective resolution
• Undertake root cause analysis for operational and procedural errors and implement appropriate solutions that strengthen risk and operational effectiveness
• Continuously refine processes and approaches based on feedback and data insights to ensure positive customer outcomes
• Foster strong relationships with internal teams and business partners with the view of proposing and embedding innovative solutions and improvements to enhance customer experience and business outcomes
• Monitor performance and customer experience metrics to evaluate the effectiveness of implemented strategies

• Demonstratable experience in a high-volume retail consumer credit or collections within Banking & Finance industry with at least 1 year in financial hardship assistance
• Residential lending highly preferable
• Experience working with offshore providers highly preferable
• A customer first mindset with an empathetic nature, whilst maintaining the privacy and confidential nature of a client's circumstances
• Self-motivated, results driven, collaborative & team player with the ability to work autonomously (preferred DHA experience)

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We're committed to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged but also leads to better connections with our customers.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Banking