Virtual Personal Banking Specialist

Join our Virtual Banking team
- Full-time role
- Hybrid WFH arrangement, Tuesdays in CBD office essential

3 months training provided. Flexibility to work nights, 11:30am - 8pm (preferred, not essential).

**How will I help?**

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 Virtual Personal Banking Specialist is a key virtual customer facing position in our retail network as you will have quality conversations with our customers and bankers on a day-to-day basis, creating a stress-free, seamless experience for each person you speak to.
- As a Virtual Personal Banking Specialist, your role will entail: _
- Building ‘virtual trust’ with customers and bankers through effective listening, asking the right questions and speaking in a way which makes callers feel heard and understood
- Opening business accounts and handling business referrals
- Help customers referred by branches/brokers/other channels using voice or video conference technology
- Actively engage with our customers through proactive outbound calling to self-generate customer opportunities/appointments for a needs profile
- Pre-qualification of leads/activities to generate opportunities/appointments for a needs profile
- Provide and fulfil solutions against a range of financial needs and opportunities, including retail savings, transactional accounts, term deposits, credit cards and general insurance needs
- Support small business customers with banking structure, solutions and needs based advice
- Collaborating with branch & specialists to meet more complex, affluent or business customer needs
- Completing of all training and e-learning modules as required
- Identify and capture customer complaints
- Keeping our business and customers safe through adherence to risk and compliance policies and frameworks

**What’s in it for me?**

In a word, lots Over time, you will be well trained with continuous support to provide general banking information and develop into more specialist positions. Due to the size of our network, we are confident in providing a clear pathway for progression as a result of high performance.

In addition to this, you can expect financial benefits for being part of the Westpac 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.

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?**
- Solid experience building relationships with customers from all walks of life
- Experience opening business accounts and business referrals
- Comfortable exploring and identifying customer needs through asking the right questions and proactively contacting existing customers
- 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
- Growth mindset that is keen to tackle any challenge and adapt to new ways of working
- Strong verbal and written communication skills with external customers and all business partners
- Ability to multi-task in a busy customer service environment
- Experience referring customers to business partners, with proven track record in identifying when to refer customers, which business partner to refer to and how to manage a seamless referral experience
- An enthusiastic and capable user of digital technology
- Reliable in completing and prioritising key tasks within timeframe
- Ability to have difficult and at times challenging conversations with customers both via internal or outbound calls
- Excellent time management skills
- Private secure location to work from home with a strong internet connection

**What’s it like to work there?**

We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. 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.