Customer Service Officer

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you’ll make an impact**

AMP Bank Operations is responsible for delivering a client centric service offering that enables the AMP Bank strategy. The team provide mortgage and deposits products processing for AMP Bank, its clients and originators.

The Customer Service Officer’s focus is on the customer. Being a virtual bank, meaning a bank with no branches, one of the primary functions of the CSO is to process loan variation requests for existing home loan customers and make outbound calls to these customers to confirm requests, obtain additional information, educate on options, and confirm legitimate account activity, as well as calls to other stakeholders (e.g., Brokers) to provide status updates or discuss the requests.

You’ll make an impact by:

- Process customer and broker loan servicing requests.
- Communicate with customers and stakeholders through various channels.
- Respond and action promptly to customer enquiries and requests for status updates on their requests.
- Assist with resolving customer complaints, including providing input to the investigation of complaints.
- Achieve agreed productivity, quality, and compliance targets, measured using the agreed framework.
- Work in close collaboration with other team members in the business to ensure business objectives are achieved
- Identify and raise any areas of concern that may impact the client experience and expose the Bank to potential losses or instances of non-compliance with regulatory guidelines or community expectations.
- Liaising with Third Party Vendors for operational updates

**What you will bring to the team**
- Previous experience in a fast-paced customer focused environment.
- Banking experience and expert knowledge of Loan Servicing is essential
- Ability to manage high volumes and work effectively under pressure
- Strong numeracy and communication (both oral and written) skills
- High level of attention to detail and commitment to quality
- Passionate about helping people and excited about a career in Customer Service

**You’ll thrive here if**

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

**Why we think you’ll love working at AMP**

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on - better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work.

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

**We believe in the power of inclusion and diversity**

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

**Ready to create your tomorrow?**

If you’re someone who sees opp