Service and Fulfillment Officer

3 weeks ago

Wollongong, Australia IMB Bank Full time

**Permanent full time - contact centre and hybrid working options**:

- **Retail bank with a focus on customer service and digital innovation**

IMB Bank is looking for a **Service and Fulfilment Officer** to join our Contact Centre team to provide service excellence to customers over the phone and via our online channels. This role plays a pivotal part in ensuring our customers receive a diligent and timely response and experience through the course of their interactions and transactions with IMB.

Working with a diverse and fun team, this opportunity will appeal to someone who genuinely loves to help people achieve their goals, enjoys working with a team and thrives in a customer interactive, digital environment.

With a well-structured induction program and on the job training provided to ensure a smooth transition, the successful person will be supported by an experienced Team Leader and colleagues in carrying out the day to day requirements of the role which includes:

- Responding to customer calls and enquiries in line with service levels
- Processing transactions and completing verification, fulfilment and administrative tasks accurately which includes digital identification of our customers
- Utilising various technology and digital platforms to complete the work required
- Working within procedural, policy and industry guidelines and regulations
- Contributing to project work as needed
- Collaborating with various people and teams across IMB and supporting each other to achieve KPI's, goals and objectives.
- Effective communication skills to assist customers with their financial needs and a passion for helping them achieve positive outcomes
- Data entry skills and a keen eye for detail to ensure transactions and information is managed and recorded accurately into systems
- Good administration and organisational skills to manage multiple tasks and competing priorities in a calm and structured manner
- Empathy and patience when dealing with customers through any issues that arise and seeing through to resolution
- Demonstrated tenacity to stay on course and achieve results
- Proficient in the use of computers and apps, with an aptitude in working with technology and digital platforms eg, Internet banking, Mobile apps and Digital cards
- Previous experience in similar role/environment is advantageous however full training is provided.

Our Contact Centre is located in IMB’s Head Office in Wollongong and is a fresh, newly constructed building with greatamenities and close to shops, cafes and the beach.

The hours of operations are from Monday to Friday 8.00 am - 8.00 pm and Saturday 9.00 am - 4.00 pm. As such, all of our employees work on a rostered basis to cover this span of hours and the successful applicant will be required to work within these hours as well.

**About IMB Bank**

IMB is a leading member owned bank offering a full range of products and services in both retail and business banking. Our purpose is to provide simple, authentic member owned banking, that helps our members and communities be better off and we’ve been doing so for over 143 years.

IMB offers a range of employee benefits, flexible and hybrid working arrangements, a competitive remuneration package, a genuine investment in the professional development of our people, and an inclusive and supportive culture that actively promotes a healthy work life balance and wellbeing of our employees.

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