Customer Service Consultant

**Dynamic mutual bank with a focus on customer service, digital innovation and transformation**:

- **Join a collaborative team in a new purpose built environment**:

- **Great training with development and career pathways available**

IMB’s Contact Centre is looking for Full time and Casual Sales and Service Consultants to join the team in providing service excellence to customers over the phone and via our online channels to ensure their experiences with IMB is positive and purposeful.

Our dynamic contact centre will suit people who enjoy the challenge of working in a fast paced digital and customer interactive environment and are confident in being the first point of contact to assist customers with their everyday banking needs.

**About the opportunity**
- Taking inbound enquiries over the phone and through IMB’s online channels (eg webchat, in-app messaging and social media) and handling and resolving customer requests and complaints effectively
- Identifying and converting new product and service opportunities that meet member needs
- Enhancing customer relationships with meaningful and helpful conversations and methodically and responsively solving member enquires
- Championing the IMB suite of self service facilities and digital assets
- Working within policy and industry guidelines and regulations
- Collaboratively working within a team to support each other and achieve team goals and objectives and contributing to project work.

**About you**:

- A genuine passion for helping people and delivering positive outcomes
- Effective interpersonal and communication skills (verbal and written)
- Experience in a sales and customer service-related environment
- The ability to have conversations to identify customer needs and assist them with appropriate solutions, services and ancillary products
- Good organisation skills to manage multiple tasks and competing priorities in a calm and structured manner
- A desire to show Initiative, take ownership of problems and work through them to achieve win-win outcomes
- Experience in using computers and apps with the confidence and ability to navigate between systems, with fast and accurate keyboard skills
- Tech savvy with a keen understanding of Digital platforms eg, Internet banking, Mobile app and Digital cards
- The personality and flexibility to work with a diverse group of people and contribute to team success.

Our contact centre's hours of operation 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 must be able to work within these hours. Flexible working arrangements are available with the opportunity to work both from home (post the probation period) and our purpose built state of the art Head Office in Wollongong.

**About IMB**

IMB Bank is a leading member-owned bank offering a full range of products and services in both retail and business banking. IMB’s purpose is to provide simple, competitive and authentic banking that helps our members and communities be better off and have been doing so for over 140 years. An award winning and growing organisation, we’ve donated more than $10 million through our Community Foundation to over 750 projects in the communities in which we live.

As recipients of the 2021-22 WGEA Employer of Choice for Gender Equality, IMB offers a competitive remuneration package, a genuine investment in both personal and professional growth and a supportive culture that actively promotes inclusion and the wellbeing of our employees.

Code: #1

Location: Wollongong