Virtual Customer Service Specialist

3 weeks ago

Adelaide Region SA, Australia Westpac Group Full time

We believe we can help all our customers make the most of their money through assisting them with their everyday banking and asking the right questions to better identify and understand their needs. Your role of Customer Service Specialist (Virtual Bank) is a key position in our virtual branch hub as you will have quality conversations with our customers on a day-to-day basis, creating a stress-free, seamless experience for each person you serve.

**How will I help?**

**_As a Customer Service Specialist in our Virtual Bank, your role will entail, _**
- Supporting customers in branches across the state with their expressed and unexpressed banking needs in a Virtual environment (via phone and video).
- Proactively engaging Bank of SA customers to review and add value to current banking
- Servicing customers whilst creating a warm and positive first impression over the phone
- Building strong relationships with customers and keeping in touch with them on a regular basis
- Referring customers onto our team of specialists when required
- Educating customers on new technologies to assist them in the future
- Assisting with the identification of complex entities in line with KYC regulations
- Adapting to change quickly to suit the demands of the evolving business environment
- Working in a high performing, supportive and flexible team environment
- Hybrid working - Two days in our Adelaide Office and 3 days from home

**What’s in it for me?**
In a word, lots Over time, you will be well trained to provide general banking information and steadily turn into a banking specialist. Due to the size of our network, we are confident in providing a clear pathway for progression as a result.

In addition to this, you can expect financial benefits for being part of the Bank SA team (like special banking, wealth and insurance offers) you’ll be paid well, and supported throughout your career so you can grow as you do. You’ll also be encouraged to take part in our fun community projects as a paid volunteer.

**What do I need?**

Sales or banking experience highly desirable, however we believe we can teach these skills to an individual with a can-do attitude and eagerness to learn more.
- Senior/Specialised banking background (desirable but not essential)
- Experience in dealing with home loan customers and small business customers
- Experience dealing with KYC and Austrac requirements
- Experience in supporting customers with home lending enquiries and maintenance.
- Experience in a fast-paced customer centric role / customer facing role in a retail setting
- Outbound Call Centre experience with sales (cold calling) advantageous
- Excellent phone manner and communication skills (written and verbal)
- Ability to engage customers via virtual channels (phone/video)
- A quiet and private working environment from home is essential

**What’s it like to work there?**
We aim to provide one big, supportive team of people who love helping others succeed. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.

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