Customer Service Officer

**The opportunity**

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. The role will also require answering inbound calls from brokers, customers, our internal and external teams, stakeholders, and other partners.

**How you will make an impact**
- Perform telephony-based work with a customer centric approach, displaying active listening with a high level of attention to detail
- Respond and action promptly to customer enquiries and requests for status updates on their requests.
- Identify customer needs through appropriate questioning techniques which comply with no-advice (and/or general advice) boundaries
- Achieve agreed productivity, quality and compliance targets, measured using the agreed framework
- Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building
- Work in accordance with AMP’s policies, processes and procedures and delegations
- Ensure consistent availability to work within Lending Operations hours of operation (8:00am - 7:00pm) and remain 100% compliant with expectations for punctuality and attendance
- Perform other duties and special projects as required

**What you will bring to the role**
- Banking / Finance company experience is essential
- Consumer lending / loan processing experience preferred
- Ability to recognise, analyse and solve problems
- Strong numeracy and communication (both oral and written) skills
- High level of attention to detail and commitment to quality
- Experience in multi-tasking to meet all work requirements & timeframes
- Previous experience in a fast-paced customer focused environment desirable

**Is this your dream job?**

**Working for AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**

We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAPM Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

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