Estate Care Consultant

2 weeks ago

Parramatta, Australia Westpac Group Full time

**Permanent **opportunity**:

- **Rotating roster**:

- **Currently Hybrid working arrangement
- Parramatta office and working from home
**How will I Help?**
Your role will be part of our Westpac Groups Estate Centre of Excellence (CoE) within Customer Solutions, Customer Excellence. As an Estate Care Consultant, you play a critical role in delivering the Estate Service Vison that following the death of a loved one, any resulting financial obligations will be dealt with by Westpac in a seamless, supportive, and sensitive way.

**Your main responsibilities will include**:

- First contact point for an Estate representative to notify the bank of the passing of a customer, enquire about the status of an Estate or request for assistance
- Inbound calls and inquiries from branches, who on occasions will have the Estate Representative with them, other internal Westpac Group departments and Solicitors
- A strong focus on the estate representative and their wellbeing during the call
- providing emotional support, guidance on estate legalities, what documentation is required, and steps the representative need to take
- The processing of estate documents

**_Based on business and customer needs our roster rotates (monthly or fortnightly) and you will be given at least two weeks’ notice for changes to your roster. Shifts fluctuate between: _**
- **_9-5pm, 9.30-5.30pm & occasionally 10 - 6pm _**

**_Our team currently has a hybrid working arrangement working both from our Parramatta office and home locations. Your flexibility is required as this may change over time. _**

**What’s in it for me?**
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.

**What do I need?**
To succeed in this role, you will have proven experience working in a customer facing role (preferably inbound call centre or branch environment).

You will be a clear and confident communicator, as well as an active listener with the ability to show empathy. Your written correspondence will also be to a high quality.

You will take accountability and build your knowledge of a wide variety of systems and products as you take ownership of estate queries, driving all actions quickly, accurately and fairly.

**What is it like to work there?**
We aim to provide one big, supportive team of people who love helping others succeed. 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.

**How do I Apply?**

The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines.

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