Service Associate, Institutional Banking

**Opportunity to join Westpac’s Institutional Bank**:

- **Established career path and progression opportunities**:

- **Sydney or Melbourne Based**

**How will I Help?**
The Service Associate, Institutional Banking role will work with the Global Transaction Services (GTS) business line which is a critical pillar of Westpac’s Institutional Bank (WIB).

The team provides service support for key institutional clients across the customer lifecycle and this role is responsible for service delivery and support for an assigned industry portfolio, ensuring oversight of all services and enquiries being resolved.

You will respond to all assigned client enquiries within defined service standards, resolving matters competently, ethically, and commercially. You will also contribute to and support the delivery of continuous process improvement by identifying better and simpler ways of working.

Other Key Accountabilities Include:

- Accountable to the business and assigned clients for service and support provided.
- Develop an understanding of client core products and their associated procedures and processes.
- Ensures all business-related risks are identified, logged, and managed in accordance with Westpac Group policy
- Ensures compliance with all legislative, regulatory, and corporate policy requirements and standards - including ongoing maintenance of administrative requirements, skills, and knowledge

**What’s in it for me?**
You will support an active and growing component of the Global Transaction Services team and work in a fast paced and changing environment. The ability to adapt to changing workflows and volumes will be critical, and someone that is a fast learner and is flexible in their thinking will be successful in this role.

Your role with be essential in triaging incoming Institutional client enquiries and as well as actioning enquiries once the correct path of action is identified. You will further develop your knowledge of Institutional Banking, their client base, and product and service offering.

On a personal note, whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**

To be successful you will have the following:

- Develops an understanding of key clients in portfolio and industry sector to ensure superior service is provided
- Is proactive in anticipating customer needs and issues based on experience and knowledge of clients and their solutions
- Proven ability managing institutional clients and have a deep knowledge of their servicing needs in one or more of the following: lending, financial markets, or transactional products
- Understanding of WIB stakeholders, knowledge of institutional customers, knowledge of industry segments, product needs and core solutions as well as the associated systems, procedures, and processes to support them
- Strong service ethic
- Familiar with GTS and other transactional banking products.
- Understanding of operational risk, Juno management and customer complaints processes

**What’s it like to work there?**

At the Westpac Group, we’re building a simpler, stronger bank, A bank that is here to help Australians succeed - this means helping our people, customers and communities to prosper and grow. We’ve been helping for over 200 years and our values help build on everything that’s great about us - and change the bits that aren’t.