Upside Guide

**About Ferocia**:
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.

**About this role**:
**Melbourne or Bendigo based only**:
We are looking for passionate and experienced customer support professionals to join established teams to help guide our more than half a million Upsiders towards a better relationship with their money.

We provide Support from 6am - Midnight, 7 days a week through our super powered 'Talk to Us' in-app chat, guided by our Support values every step of the way.

Your day to day will primarily involve being the magic behind the Talk To Us feature in the Up app. A few Upsiders also call on the phone, but a majority of our customer interactions are purely written, so strong written communication skills are a must.

We've created our own amazing customer support software to power these interactions with customers, which you will learn how to live and breathe, along with some more traditional systems to do some of the more serious banking stuff. The beauty of our custom-built systems is that we are completely empowered to improve them, and are surrounded by other talented Ferocians to bring our ideas to fruition when it comes to better supporting our Upsiders.

Though not everyone works shift work, it is something you will be comfortable with. We make sure that it is not just about the shifts though, with our team regularly getting together for professional development with the goal of becoming the most loved customer support team in Australia. This Full Time Upside Guide role takes on 5 shifts per week (Between Monday-Sunday).

You'll work closely with our Customer Experience and Engineering teams to keep abreast of new features, identify and manage customer complaints, and improving the way we work. You'll collaborate with your peers to deal with a myriad of tasks to keep our Upsiders banking smoothly, including: "What is this charge on my card?", "Here is my ID, can I please have an account?", "Why can't I send my money to this dodgy place?", and "I need to buy a house, how do I go about that?" (not exhaustive)

The right people for this role will be excited to join a company with a strong culture of quality, continuous improvement, innovation, accountability, and having fun You will pride yourself on attention to detail and a passion for helping and teaching others.

**Experience, Knowledge & Skills**:

- Customer service experience.
- Banking experience with a knowledge of banking systems.
- Phone Support.
- Process improvement.
- Tech Savvy ‍
- Be Up for change

**How to apply**:
Does this sort of thing sound exciting to you? To kick start the process, we're 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?