Sales And Service Consultants

**Join a collaborative team in a new purpose built environment**:

- **Development and career pathways available**:

- **12 month contract**

IMB's Contact Centre is looking for a full time Sales and Service Consultant to join the team in providing service excellence to customers over the phone and via our online channels to ensure their experiences with IMB are positive and meets their needs. Our dynamic contact centre will suit someone who'll enjoy the challenge of working in a fast paced digital and customer interactive environment and is confident in being the first point of contact to assist customers with their everyday banking needs.

**A day in the life of an IMB Sales and Service Consultant includes**:

- Taking inbound enquiries over the phone and through IMB's online channels (eg webchat, in-app messaging and social media) and handling and resolving customer requests and complaints effectively
- Identifying and converting new product and service opportunities that meet member needs
- Enhancing member relationships with informative and helpful conversations that resolve their enquiries
- Championing the IMB suite of self service facilities and digital assets
- Working within policy and industry guidelines and regulations
- Collaboratively working within a team to support each other and achieve team goals and objectives and contributing to project work.
- A passion for helping people and achieving positive outcomes
- Empathy and patience with people generally with confident interpersonal and communication skills
- Able to use effective conversational skills to assist customers in finding the best solutions and services to meet their needs and taking ownership of any issues or problems that might arise to point of resolution
- Good organisation skills to manage multiple tasks and competing priorities in a calm and structured manner
- Demonstrated tenacity and a strong desire to achieve results and KPI's
- Experience in using computers and apps with the confidence and ability to navigate between systems, with fast and accurate keyboard skills
- Are tech savvy with a keen interest to learn about Digital platforms eg, Internet banking, Mobile apps and Digital cards
- Are flexible in your approach and love working with a diverse group of people together to achieve goals and celebrate successes.

Our contact centre is the perfect place to really pivot your career, learn new skills, and with an exciting agenda of digital transformation underway, there are genuine opportunities to progress your career both within the contact centre and across the bank.

The hours of operation are from Monday to Friday 8.00 am - 8.00 pm and Saturday 9.00 am - 4.00 pm. As such all of our employees work on a rostered basis to cover this span of hours and the successful applicant must be able to work within these hours.

**About IMB Bank**

IMB is a leading member owned bank offering a full range of products and services in both retail and business banking. Our purpose is to provide simple, authentic member owned banking, that helps our members and communities be better off and we've been doing so for over 143 years. An award winning and growing organisation, we've donated more than $11.5 million through our Community Foundation to over 850 projects in the communities in which we live.

As a WGEA Employer of Choice for Gender Equality, IMB offers a range of employee benefits, flexible and hybrid working arrangements (once passed probationary period), a competitive remuneration package, a genuine investment in the professional development of our people, and an inclusive and supportive culture that actively promotes a healthy work life balance and wellbeing of our employees.

Our Head Office is located in Wollongong and is a fresh, newly constructed state of the art building with great amenities and close to shops, cafes and the beach.

Code: #1

Location: Wollongong