Customer Care Consultant – Bundaberg

Job Description

Salary: Above Award Wages + Performance Based Reviews About The Role As a member of our Customer Care team, you will play a key role in delivering exceptional service to both new and existing customers. You will be responsible for managing inbound and outbound calls as well as electronic inquiries through the Bank's 1300 Customer Care line. 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 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 products and seize opportunities to upsell products when they arise, managing referrals to the appropriate teams. Provide clear direction and instruction to our customers regarding their enquiries. 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 conversations and actions are always performed under the Bank’s regulatory obligations, procedures, and policies. What You’ll Bring to the Table As well as having strong written and verbal communication skills, you will also display the following: Enthusiasm to develop knowledge and apply it to solving problems in a professional and positive manner, known for accuracy with high attention to detail. The ability to meet the qualitative and quantitative call target requirements. Excellent problem-solving and troubleshooting skills. Ability to develop effective Microsoft Office (including Excel, Word, and Outlook) and Core Banking systems knowledge. A high level of accuracy and focus on privacy. Openness to learning and engaging with key internal & external stakeholders across the business. A desire to grow and develop within Auswide Bank. Ability to work both independently and as part of a collaborative team. Strong verbal and written communication skills with the ability to calmly articulate processes clearly and methodically. Ability to multi-task and highly adaptable to change and ambiguity. 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. Experience in being a user and promoter of technology - working knowledge in using different digital channels will be an advantage. Resilience, patience, and belief in what you do. Benefits (4) weeks annual leave for all eligible staff. (2) Special Volunteer paid days per year for eligible staff who wish to volunteer and support the community. 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. 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. Apply Now! 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 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. #J-18808-Ljbffr