Upside Digital Support Officer

2 weeks ago

Melbourne, Australia Up Full time

Ferocia is a technology company that is proudly part of the Bendigo and Adelaide Bank Group (acquired in 2021). We hit that sweet spot of having a small company rhythm, with a large company reach and resources. We are proud that the Bendigo and Adelaide Bank Group is carbon neutral, community minded, and committed to high standards of corporate governance. Operating under that umbrella allows Ferocia to better pursue its mission: financial empowerment through technology.

Banking is an essential service, for the advantaged, disadvantaged, and everyone in between. We believe that through innovation and empathy, we can help the people who most need it have a better relationship with their money.

We have a generous parental leave policy and are extremely friendly to flexible working arrangements. All Ferocians must be vaccinated against COVID-19. We are currently only hiring in Melbourne or adjacent areas as we still value physically getting together.

We take diversity and inclusivity seriously, so no matter who you are, who you love, or what you stand for, we just need you to be yourself.

**About Up**:
We launched Up in 2018 and it has gone from strength to strength ever since. We now have more than half a million Upsiders who trust us to help them build a better relationship with their money. If you don't already know Up inside-out, learn more here

**About this role**:
**Customer Support**:

- Gather feedback from customers on how we can improve.
- Complete day-to-day operational activities for Up (general banking queries and transactions)
- Work with other departments that support banking interactions (e.g. disputes, cards, fraud).
- Help with the release of new products.
- Help us find and fix any issues a customer might have.

**Risk**:

- Comply with Up’s policies and procedures
- Make sure you complete all mandatory risk training
- Report any concerns, loss events or incidents of non-compliance.
- Share your knowledge with the team

**Experience, Knowledge & Skills**:

- Customer service experience
- Good communication and people skills
- Be Up for change
- Knowledge of the Bank's systems (BDS, RFS, LINX) is preferred but not essential.
- Branch experience is preferred but not essential.

**What we're looking for**:
Someone that:

- Is super keen to immerse themselves in our company culture
- Is comfortable giving and receiving feedback to and from their team mates.
- Has a healthy relationship with accountability + quality + continuous improvement.
- Can work fluctuating shifts throughout the week (is ok working weekends)
- Can manage multiple streams of work without breaking a sweat
- Has a desire to push the limits & break the status quo
- Is a relationship builder - someone who is comfortable working with cross functional teams to influence great customer outcomes. You know the power of getting to know people and being known to the people you work with.

**How to apply**:
Does this sort of thing sound exciting to you? To kick start the process, we are keen on your words

In 500 words or less, please share with us (from an outsider's perspective) what the four Up Support values mean to you.
- Be Quick
- Be a Mate
- Be an Expert
- Be Up

What are your initial impressions of these values and how would you represent these values working for Up Support?

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