Contact Centre Consultant

1 week ago

Melbourne, Victoria, Australia Bank Australia Full time

Posted: 28/02/2025

Closing Date: 14/03/2025

Job Type: Permanent - Full Time

Location: Head Office - Collingwood

Job Category: Banking and Financial Services

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We're growing fast as more people choose to align their banking with their values. We're a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We are currently seeking for highly motivated and friendly individuals to join our Contact Centre Team based in our new, state-of-the-art Collingwood Head Office. As a Contact Centre Consultant, you will be the first point of contact for our customers, taking inbound enquiries and performing transactions, providing exceptional customer service.

This role will enable you to learn and develop within a values based organisation, while gaining valuable knowledge and experience in the banking and financial services industry. You will be provided with regular coaching to ensure you are set up for success

**Why join us**
- We have big plans to become Australia's most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Manage customer queries in accordance with the bank's policies and procedures in a timely, professional and efficient manner
- Provide exceptional service to customers, often being a first point of contact for queries
- Identify opportunities to assist customers with the bank's range of products and services
- Contribute to the development and continuous improvement of our customers' experience
- Conduct outbound calls to customers to follow up enquiries and welcome new customers to the bank.

**What you will bring**
- A solid track record of exceptional customer service
- Confidence in building strong relationships with customers
- Well-developed written, verbal and interpersonal skills
- The ability to determine priorities and follow processes
- Proven ability to work effectively under pressure, multitask and problem solve
- Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.

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