Salary: Above Award Wages + Performance Based ReviewsAbout The RoleOur Customer Care Team, which is linked to the Bank's 1300 Customer Care line, is responsible for managing inbound and outbound telephone calls alongside electronic enquiries from new and existing customers. We are currently looking for candidates for multiple full-time permanent positions available within the team, where you will be 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 ResponsibilitiesManage large volumes of inbound and outbound calls in a timely mannerDiscuss with confidence the Bank's range of product and seize opportunities to upsell products when they arise and manage referrals to the appropriate teamsProvide clear direction and instruction to our customers regarding their enquiryAct as the 'Voice of the Customer' to champion change and improvement to enhance our customer's experienceMeet personal/team qualitative and quantitative targets and KPIs (Key Performance Indicators)Ensure the right conversation and actions are always performed under the Bank's regulatory obligations, procedures, and policiesAbout YouStrong written and verbal communication skillsEnthusiastic to develop knowledge and apply it to solving problems in a professional and positive mannerAbility to meet the qualitative and quantitative call target requirementsExcellent problem-solving and troubleshooting skillsAbility to develop effective Microsoft Office (including Excel, Word, and Outlook) and Core Banking systems knowledgeStrong verbal and written communication skills with the ability to calmly articulate processes clearly and methodicallyWillingness 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 roleBe resilient, patient, and believe in what you doAbout Auswide BankEstablished 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 communityPaid Parental Leave to all eligible primary and secondary caregiversEmployee Assistance Program (EAP) and various Health & Wellbeing programsBank Staff Share Plan options and Years of Service Recognition programAn extensive range of discounts and benefits associated with the Bank's financial productsDiscounts with various business partnersA complete range of generously subsidised corporate uniformsHow to ApplyThis 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/s will be subject to satisfactory background checks including Criminal History, Bankruptcy, ASIC Banned & Disqualified Persons, and Employment Verification Checks.
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