Customer Service Officer

2 days ago

Wollongong, New South Wales, Australia Imb Bank Full time

**Full time, Wollongong based with hybrid working available**:

- ** Opportunity for growth and development with on the job training provid**ed**

We have an exciting opportunity for an operations support champion**to join our dynamic IMB Solutions Services team in providing expert advice, quality service and back-office support to IMB members and internal customers. With on-the-job training provided, the key responsibilities of this role include:

- Interacting and assisting customers with their enquiries via phone, online and other communication channels
- Completing a wide range of transactional activities and administrative requirements for members and the business such as IMB's share trading, deceased estates and foreign exchange within Service Level timeframes
- Supporting key operational functions such as Digital ID, Online account fulfilment and verification of data
- Assisting with Quality Assurance reviews on inbound contacts
- Providing a high level of professionalism and customer service to members, external parties and IMB employees
- Resolving escalated customer complaints in a timely and professional manner
- Investigating transactional/data or financial issues and discrepancies with the ability to resolve effectively or escalate as required
- Adhering to all relevant policies, procedures and regulatory requirements.

**About you**:

- A positive approach to work and contributing to your team
- The willingness to learn, embrace change, take initiative and identify areas for improvements and automation
- Knowledge of financial products and services and the laws and regulations governing the provision of deposits and investments
- A customer service ethic with the ability to follow up and follow through to complete tasks
- Effective communication skills, patience and empathy with the ability to work with internal customers and members to resolve disputes
- The ability to work methodically through high volumes of work with attention to detail
- A good level of digital literacy with accurate data entry, numeracy and computer skills.

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