SMB Customer Engagement Specialist

6 days ago

Melbourne, Victoria, Australia Worldline Full time

ANZ Worldline Payment Solutions is a cutting-edge joint venture between ANZ Banking Group and Europe's leading payment technology company, Worldline.

We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then we've built a new modern technology platform to enable an exciting roadmap of products and solutions that we'll launch in Australia throughout 2023 and beyond.

What it's like to work with us?

We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our 300 strong team.

It's an exciting time to be part of our growing team. Discover more about ANZ Worldline Payment Solutions below.

The Opportunity:

This role offers you the chance to support our SMB Sales Consultants and Retention Managers by handling all inbound calls and lead referrals. You'll need to respond timely and accurately to all incoming emails, take inbound calls from new or existing customers and make outbound follow-up calls to drive SMB Sales and Retentions. This requires working closely with all departments in SMB while consistently meeting and exceeding monthly personal KPIs and call targets. Respond promptly and professionally to all sales inquiries received via phone, email and other formats. Record accurately all interactions with Worldline customers in our CRM Systems. Adhere to internal sales and retentions triage processes & customer service processes.

Main Responsibilities:
  • Optimize conversion rates of inbound leads through adhering to ANZ Worldline triaging frameworks.
  • Engage proactively with potential customers during inbound calls to enhance lead transformation.
  • Increase new business and retention success rates through effective handling of inbound inquiries.
  • Ensure proper execution of the referral process between ANZ and ANZ Worldline Payment Solutions Australia. This also applies to other partnerships formed within ANZ Worldline.
  • Adhere to ANZ Worldline Payment Solutions policies, processes, external regulatory and legislative requirements.
  • Deliver agreed outcomes for Quality Assurance, Conversion and Call monitoring.
  • Contribute actively to a high-performance culture within the team.
  • Foster a positive and collaborative work environment to encourage excellence.
  • Maintain proactive outbound calls to potential customers for follow-ups and additional sales opportunities.
  • Develop and execute outbound calling campaigns to nurture leads and drive new business.
  • Participate continuously in improving processes and provide valuable insights into call data and trends to identify areas for improvement.
Requirements:
  • Demonstrate strong communication skills (verbal and written).
  • Show a customer-centric approach.
  • Hold relevant contact centre experience.
  • Show proficiency in managing customer leads (CRM).
  • Achieve adherence to internal processes and targets.
Competencies:
  • Demonstrate ability to achieve results through sales and customer service.
  • Show ability to influence multiple stakeholders.
  • Lead through management by example.
Benefits:

You'll work in a flexible environment that empowers you to learn, grow and accelerate your career. Enjoy access to a great mix of benefits, including:

  • A range of health and wellbeing discounts for gym, nutrition, sporting gear.
  • Learning and development opportunities to build your skills.
  • Additional Leave options to support families, volunteer work or a career break. You'll also earn loyalty leave for your tenure.
  • Social events - both in-person and virtually.
  • Volunteering leave to support CSR activities.
  • Other perks and benefits (e.g., novated leasing options).
About Us:

We have modern offices and services to support our people, including parent rooms, prayer rooms and end-of-trip facilities. We also offer Employee Assistance Programs (EAPs) including financial counselling to support managers, employees and their families.

Career Development:

We're on an exciting journey towards the next frontiers of payments technology, looking for problem solvers, passionate people, those with a can-do attitude and a hunger to learn and grow. Here, you'll work with colleagues from around the world, take on unique challenges as a team and make a real impact on society. With our empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go.

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