Contact Centre Service Consultant

**Job Title**: Contact Centre Service Consultant
**Req ID**: 77610
**Department**: SB Specialist Customer Care
**Division**: Suncorp Bank
**Location**: Brisbane
About Us
About the Role
In the Customer Care Officer role, you will effectively manage a portfolio of delinquent accounts in order to maximize debt recovery and minimize financial losses and risk to the Bank. You are to handle Various product groups, inbound call lines, outbound dialler campaigns whilst evaluating risks and proposing individual recovery solutions in line with the customers situation. You will also maintain a high level of professionalism and customer service, keeping the customer experience at the forefront of all conversations and actions.
Ensure compliance of all collections activities is essential by adhering to all applicable legislation, inclusive of the Privacy Act, NCCP, Banking code of practice and ACCC Debt Collection regulations. You will also handle Complex cases requiring strong problem-solving skills, a deep understanding of company policies and procedures and excellent communication skills and should have the capability to handle customer complaints, aiming to achieve an effective first call resolution. You are also to manage and assist vulnerable customers, such as those experiencing financial hardship or emotional distress, demonstrating compassion and empathy to deliver personalised solutions.
**Role Location**: Brisbane, QLD
**Role Type**: Permanent, Fulltime
What will your day look like?
**As a Customer Care Officer, you will**:
Proficiency in relevant banking products and regulatory requirements.
Proven capability to uphold the utmost professional conduct while working in a team-oriented atmosphere under demanding workloads.
Proven aptitude in handling conflicts and negotiating resolutions with customers and stakeholders.
Demonstrated expertise in delivering exceptional service, meeting, and exceeding customer expectations.
Maintaining accurate and detailed records of all collections activities and customer interactions.
Identifying and reporting potential fraudulent or suspicious activity on customer accounts.
What will you bring?
To grow and be successful in this role, you will ideally bring the following:
Strong experience in collections or related field, such as customers service, banking or finance.
Ability to communicate effectively with customers, colleagues, and other internal stakeholders, utilizing both verbal and written communication methods.
Knowledge of relevant laws, regulations and policies related to debt collection, such as Debt Collection Guidelines.
Ability to prioritise take and manage workloads in a fast-paced dynamic work environment.
Capability to deliver exceptional customer service, which involves demonstrating empathy, professionalism, and responsiveness to address customer and business needs.
You're not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to
So why join us?
Suncorp Bank is a proud part of the ANZ Group and a place where you’ll be doing work that really matters. That’s because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.
Our team members’ wellbeing is a top priority and we know it’s the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.
Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.
Job Posting End Date
30/10/2024, 11.59pm, (Melbourne Australia)