Customer Service Representative

2 weeks ago

Melbourne, Victoria, Australia BankVic Full time

About BankVic

We are a community-focused bank dedicated to serving those who protect and serve our community.

Our mission is to provide exceptional banking services and products that meet the unique needs of our members.

We are committed to fostering an inclusive and diverse workplace where everyone can thrive.

The Role

As a Member Support Specialist, you will be the heartbeat of our member interactions, delivering meaningful experiences to our members by providing exceptional service and personalized support.

This role involves a blend of member service and sales, focusing on answering inquiries from members, processing their banking requests, and promoting our products and services to ensure an enhanced banking experience for our members.

Key Responsibilities

  • Support general member enquiries for both banking and insurance products through inbound and outbound calls, emails, and webchat channels.
  • Handle, process, and troubleshoot a range of member requests and enquiries.
  • Process new memberships, term deposits, new accounts, and changes to member records.
  • Identify and promote self-service banking options to members.
  • Conduct outbound calls to members to follow up on enquiries and in an outbound campaign capacity.
  • Actively identify needs and offer mutually beneficial solutions for members.
  • Work closely with colleagues to deliver consistent and exceptional member experiences.
  • Conduct all business in compliance with all codes, standards, legislative requirements, and BankVic policies and procedures.

Requirements

  • The BankVic values of Together, Honest, and Brave strongly appeal to you.
  • You have a member-centric attitude and a passion for outstanding customer service.
  • Experience with receiving and making calls via inbound and outbound phone queues, processes, and techniques.
  • You are RG146 Tier 2 certified, but if not, BankVic will fund & support this accreditation as part of your development.
  • Excellent interpersonal and intrapersonal skills, with the ability to build relationships with customers over the phone.
  • You are passionate about your career, being part of a supportive team, finding opportunities for improvement, and taking initiative.

About BankVic's Benefits

  • Discounts and savings on a range of our products and services.
  • Ambulance Victoria Membership reimbursement.
  • Annual flu vaccinations.
  • Employee assistance program.
  • 2 days paid volunteer leave.
  • Ongoing professional development with access to study leave.
  • Reward and recognition program.

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