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.
