Make a Difference: Small Business Banking Support Specialist – Empower Local Entrepreneurs!

Temporary 12-month contract with potential for extension or permanency
Full-time on a rotating roster (Monday – Friday, 8 am to 6 pm)
Location: Docklands and allowing you to work remotely 2–3 days per week once proficient.
$39.20 Per Hour Plus Super
Start date: May 21st 2024

Your new company

Are you ready to elevate your career and become part of a leading financial institution? Embrace the opportunity to make your mark with one of the Big 4 Banks and propel your professional journey to new heights. With our Small Business team rapidly expanding, assisting customers across Australia and New Zealand, this is your chance to join a dynamic business that values excellence and offers unparalleled career progression. Our commitment to attracting and retaining the best talent ensures you’ll be supported on your journey to unlocking a world of opportunities.

Your new role

As the go-to person for small business banking customers, you'll manage an average of 40 calls daily in a contact centre role, delivering top-notch customer service by providing timely solutions to various enquiries and requests. At the heart of everything you do will be a commitment to delivering exceptional customer service and understanding the future needs of customers, offering solutions tailored to their requirements.

Responsibilities:

Assist small business owners with maintenance of existing business loans, transactional and savings accounts.
Service enquiries, provide loan payoff quotes, oversee term deposit enquiries.
Guide customers in the use of internet banking, resolve issues related to online banking access.
Assist customers in disputing fraudulent transactions, issue new and replacement debit cards.
Provide account statements and support applications for temporary overdrafts and bank guarantees.
Handle difficult conversations such as business owners in debt or dealing with bereavement.
Manage calls within strict time pressures and targets.
Follow scripts, processes, perform ID checks, and ensure quick empathetic handling.

What you'll need to succeed

Ability to converse and engage with customers.
Strong communication skills.
Emotional intelligence for good client conversations.
Ability to work under pressure and handle demanding roles.
Resilience is crucial.
Banking experience is not necessary; the right attitude and skills are more important.
Call centre experience doesn't always guarantee success; open-mindedness and willingness to learn are key.
Ability to multitask and be tech-savvy, using multiple systems simultaneously.
Strong verbal and written communication skills

What you'll get in return

6–8 weeks of classroom training followed by practice periods and a 6-week model office with targets. The first 3 months are crucial, and you need to be proficient to continue your assignment.
Receive ongoing coaching and support to ensure your continued growth and excellence in this role and beyond.
Enjoy the flexibility of a hybrid position, allowing you to work remotely 2–3 days per week once proficient.
Be part of a diverse and inclusive work environment that values Gender and Cultural Diversity, Accessibility, Aboriginal & Torres Strait Islanders, LGBTIQ+ Inclusion, and Employee Wellbeing & Engagement.

What you need to do now

If you're interested in this role, click 'apply now' to howard.richards@hays.com.au forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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