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Customer Care Consultant

2 months ago

Bundaberg Central, Australia Auswide Bank Full time

About The Role

Our Customer Care Team, which is part of our established Support Services – Operations & Customer Care business unit, is linked to the Bank's 1300 Customer Care line and are responsible for managing inbound and outbound telephone calls alongside electronic enquiries from new and existing customers.

This full-time permanent position will involve providing superior service to identify needs, research issues and provide quality solutions.  Our Customer Care Team currently operates from 8am–6pm Monday–Friday and we provide full training in order to help you succeed. 

Key Responsibilities

  • Manage large volumes of inbound and outbound calls in a timely manner
  • Discuss with confidence the Bank's range of product and seize opportunities to upsell products when they arise and manage referrals to the appropriate teams
  • Provide clear direction and instruction to our customers regarding their enquiry
  • Act as the "Voice of the Customer" to champion change and improvement to enhance our customer's experience
  • Meet personal/team qualitative and quantitative targets and KPI's (Key Performance Indicators)
  • Ensure the right conversation and actions are always performed under the Bank’s regulatory obligations, procedures, and policies

About you

As well as having strong written and verbal communication skills you will also require:

  • Be enthusiastic to develop knowledge and apply to solving problems in a professional and positive manner and is known for accuracy with an attention to detail
  • The ability to meet the qualitative and quantitative call target requirements
  • Have strong problem solving and troubleshooting skills
  • The ability to develop effective Microsoft Office (including Excel, Word and Outlook) and Core Banking systems knowledge
  • Strong verbal and written communication skills with the ability to calmly articulate processes clearly and methodically
  • A willingness to develop the reputation as being the subject matter expert in knowledge of the Bank's Policy, Procedures, and Regulatory requirements as they apply to your role
  • Be resilient, patient and believe in what you do

About Auswide Bank

Established in 1966, Auswide Bank’s mission has been to provide a convenient, high-quality alternative to the big banks and to put customers first.

Now more than 55 years on, we continue to help Australians achieve home ownership, create wealth and access banking and financial services – making lives easier. Our broker partners make a significant contribution in helping us achieve this.

Through customer service and quality products, Auswide Bank has achieved a national presence, made possible by mutually beneficial relationships, online technology and our network of branches across Queensland. We know it’s the small things that make us different and are proud to offer award winning products, genuine customer service and a Queensland based contact centre.

We are an equal opportunity employer committed to reflecting the diversity of the communities in which we operate. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities.

About Our Benefits

  • (4) weeks annual leave plus (1) Wellness Day per financial quarter for all eligible staff*
  • (2) Special Volunteer paid days per year for eligible staff who wish to volunteer and support the community
  • Paid Parental Leave for all eligible primary & secondary caregivers
    Employee Assistance Program (EAP) and various Health & Wellbeing programs 
  • Bank Staff Share Plan options and Years of Service Recognition program
  • An extensive range of discounts and benefits associated with the Bank’s financial products 
  • Discounts with various business partners
  • A complete range of generously subsidised corporate uniforms

How to apply

This is an exciting opportunity which has become available in our Bundaberg Head Office located on Barolin Street. If you are up for a challenge, have a real keen interest in helping people, and desire to build your career with a Trusted Australian Bank – then we encourage you to apply today

The successful candidate will be subject to satisfactory background checks including Criminal History, Bankruptcy, ASIC Banned & Disqualified Persons and Employment Verification Checks.