Account Specialist

4 weeks ago

Sydney, Australia Tyro Full time

**Why work for us**

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

Take a look here what it's like to work at Tyro

**About the role**

The Customer Success team is a huge part of Tyro’s growth and success and responsible for managing a portfolio of Retail and Hospitality customers who are medium and above in size. We actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of service than other banks.
- Reporting to the Customer Success Manager, you will be a vital member of the Account Management team. Working alongside Customer Success Specialists, you will support the retention and engagement initiatives for our Tyro Customers.
- This newly created role will ensure that Tyro is providing a superior service to all our existing customers. This role is blend between administrative support and proactive outbound customer engagement.

**What you'll do**:

- Assist with Banking enquiries and advise on process with clients interested in banking, accounts and lending
- Provide support to the customer’s Post Boarding journey for new to Tyro customers
- Work closely with the Customer Success Manager and Account Managers within the team to affectively drive growth/retention.
- Engage our customers via various back book calling campaigns and initiatives such as but not limited to: Lending Awareness Campaigns, TBA Awareness Campaigns, Increasing the take and use of the Tyro App, recruitment of pilot participants for upcoming products, Strategic retention calls based on transaction data, Manage key stakeholder relationships
- Provide administrative support in areas such as but not limited to: Rate review process by working on analysis with the pricing team and lodging quotes and approvals on Salesforce; Daily/weekly account statistic and updates for the team and wider growth business (including creating dashboards and reporting), Account opening requests (TBA and Term Deposits), Collation of data/insights for team led campaigns and initiatives to help drive performance.
- Ad hoc duties to assist with customer enquiries, initiatives, projects, campaigns and work as prescribed by your manager
- Uphold and contribute to Tyro’s strong risk culture by complying with our policies, completing mandatory training and identifying and managing risks within your day-to-day work

**What you'll bring**:

- An enthusiasm for customer service
- A keen attention to detail and follow-up
- Excellent time management
- Ability to build strong relationships both with customers and internally
- Ability to continuously look for opportunities for process improvements
- Strong initiative
- Desire to contribute to the energetic and vibrant Tyro culture

**Perks & Benefits**
- We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more

**Our Story**
- Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 600 staff, $34 billion in transactions in FY22, we’re much more than an EFTPOS provider - Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With **10 industry firsts** to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

**Values**

**Wow the Customer**:

- We love our customers and we want them to love us too.

**Be Good**:

- We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.

**Commit to Greatness** - We think big, move fast and dare to be different. We're always asking "what's next?"

**Stay Hungry** - We ooze passion and determination

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