SMB Concierge Consultant

6 months ago

Melbourne, Australia Worldline Full time

ANZ Worldline Payment Solutions is a joint venture between ANZ Banking Group and Europe’s leading payment technology company, Worldline.

We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then we’ve built a new modern technology platform to enable an exciting roadmap of products and solutions that we’ll launch in Australia throughout 2023 and beyond.

 

What’s it like to work with us? We bring together the spirit of a fintech with the heritage of a big four bank. And while our expertise, products and services make us a leader in payments, our people, purpose, values and culture are the core of our organisation. As an equal opportunity employer, we know our success comes from new insights, diverse points of view and the energy of every member of our 300 strong team.

It’s an exciting time to be part of our growing team. Find out more about ANZ Worldline Payment Solutions here.

 

Reporting to : SMB Leadership team

 

The Opportunity:

SMB Concierge Consultant will support the SMB Sales Consultants and Retention Managers by managing all inbound calls and inbound lead referrals. The role requires timely and accurate reply to all the incoming emails, taking inbound calls from new or existing customers and making outbound follow-up calls to help drive SMB Sales and Retentions. This requires working closely with all departments in SMB while consistently achieving and exceeding monthly personal KPI and call targets. Timely, professional and accurate reply to all incoming sales enquiries received by phone, email and other formats. Accurately record all interactions with Worldline customers in the CRM Systems. Adhere to internal sales and retentions triage processes & customers service processes.

 

Responsibilities:

  • Implement strategies to optimize the conversion rate of inbound leads through via adhering to ANZ Worldline triaging frameworks
  • Actively engage with potential customers during inbound calls to enhance lead transformation.
  • Increase new business and retention success rate through effective handling of inbound inquiries.
  • Ensure proper execution of the referral process between ANZ and ANZ Worldline Payment Solutions Australia. This will also apply to other partnerships formed within ANZ Worldline
  • Adhere to ANZ Worldline Payment Solutions policies, processes, and external regulatory and legislative requirements.
  • Deliver on agreed outcomes for Quality Assurance, Conversion, and Call monitoring.
  • Actively contribute to a high-performance culture within the team.
  • Foster a positive and collaborative work environment to encourage excellence.
  • Initiate proactive outbound calls to potential customers for follow-ups and additional sales opportunities.
  • Develop and execute outbound calling campaigns to nurture leads and drive new business.
  • Be part of continuous improvement and provide continued insight to call data and trends to identify opportunities lead improvements

 

Key Requirements:

  • Strong communication skills (verbal and written)
  • Customer service orientated
  • Contact Centre experience
  • Proficient in customer leads management (CRM)
  • Adherence to internal processes and targets

 

Competencies:

  • Ability to achieve results through sales and customer service
  • Ability to influence and manage multiple stakeholder influences
  • Ability to lead through management by example

 

Benefits:

At Worldline we work in a flexible environment that empowers you to learn, grow and accelerate your career. You’ll have access a great mix of benefits, including:

  • A range of health and wellbeing discounts for gym, nutrition, sporting gear
  • Learning and development opportunities to build your skills
  • Additional Leave options to support families, work in the community or take a career break. You’ll also earn loyalty leave for your tenure.
  • Monthly in person and virtual social events
  • Volunteering leave to support CSR activities
  • Plus other perks and benefits (e.g. novated leasing options).


We have modern offices and services to support our people including a parent’s room, prayer room, and end of trip facilities. We also provide EAP services including financial counselling to support managers, employees and their families.

 

Shape the evolution:

We are on an exciting journey towards the next frontiers of payments technology, and we look for problem solvers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more here about working at ANZ Worldline Payment Solutions.

 

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