Sales and Service Consultant

**Perm, full time - contact centre with hybrid working options**:

- ** Retail bank with a focus on customer service and digital innovation**:

- ** Great induction and training program**

Our dynamic **Contact Centre** is looking for a **Sales and Service Consultant**to join the team in providing service excellence to customers over the phone and via our online channels. This is an ideal role for people who enjoy working in a fast paced digital and customer interactive environment, who genuinely love to help people achieve their goals and are confident in being the first point of contact to assist customers with their** everyday banking and insurance** needs. With a well-structured induction program and on the job training provided to ensure a smooth transition, the successful person will be supported by an experienced Team Leader and colleagues in carrying out the day to day requirements of the role which includes:

- 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 customers needs
- Using existing call queues and referral sources, making outbound calls to existing customers in relation to insurance products
- Enhancing relationships with our customers through informative and helpful conversations that resolve their enquiries
- Championing the IMB suite of self service facilities and digital assets
- Working within procedural, policy and industry guidelines and regulations
- Contributing to project work as needed
- Collaborating with various people and teams across IMB and supporting each other to achieve KPI's, goals and objectives.
- Experience across general Insurance products is advantageous but not essential
- Experience in sales and service, preferably in retail, banking or hospitality industries
- Effective and confident communication skills to be able to liaise and assist customers with their financial needs and a passion for helping them achieve positive outcomes
- Data entry skills and a keen eye for detail to ensure transactions and information is managed and recorded accurately into systems
- Good organisational skills and initiative to manage multiple tasks and competing priorities in a calm and structured manner
- Empathy and patience when dealing with customers through any issues that arise and seeing through to resolution
- Demonstrated tenacity to stay on course and achieve results
- Proficient in the use of computers and apps, with an aptitude in working with technology and digital platforms eg, Internet banking, Mobile apps and Digital cards.

Our Contact Centre is located in IMB’s Head Office in Wollongong and is a fresh, newly constructed building with great amenities and close to shops, cafes and the beach. The hours of operations 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 will be required to work within these hours as well.

**The IMB**

IMB Bank is a leading member-owned bank offering a full range of products and services in both retail and business banking. Our purpose is to provide simple, competitive and authentic banking that helps our members and communities be better off and we’ve doing so for over 144 years. An award winning and growing organisation, we’ve donated more than $12 million through our Community Foundation to over 900 projects in the communities in which we live.

IMB benefits include:

- Great training and onboarding
- Genuine career pathways and opportunity to accelerate your skills and experience
- A supportive culture that actively promotes diversity and inclusion and the wellbeing of our employees including designated wellbeing days
- Friendly and professional team environment
- Product concessions
- Purchase leave options
- Paid parental leave

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