Support delivery of the ME Business Plan by turning contact centre leads into customers by providing great outcomes. Emphasis is to grow the portfolio and exceed acquisition targets with a focus on proactively managing prospective and existing customers to retain as well as refer business.This is achieved through living the Customer Promises, being quick and easy to deal with, expertly managing quality and risk and ensuring customers are informed every step of the way.
Coaching will be provided in areas of opportunity to build knowledge and skills to progress within the business. Bankers will continue to drive their own development in areas they or their leader identify to drive continued success.
Key Responsibilities: · Deliver on customer promises in all customer relationships, be quick and easy to deal with, expertly manage quality and risk and ensure customers are informed every step of the way.
· Thrive on providing all customers with the highest level of service to ensure there are limited customer complaints.
· Manage leads through the appointment, application process and up until settlement.
· Work with internal partners within ME to help support a great customer experience and deliver messages to customers professionally and with one business voice – "we".
· Not every customer will be ready to proceed, and it is expected the banker will provide them with access to resources such as Housemate or RP Data depending on their individual needs.
· Manage own portfolio in an appropriate manner to ensure customers are contacted post settlement and at 1-year anniversary to see if they require any additional assistance or support.
· To help ME meet its growth objectives, meet with an agreed number of prospective customers, and have a quality conversation to deliver desired outcomes.
· Responsible for the end-to-end lead management process and present appropriate solutions to customer enquiries.
· Achieve all customer outcomes with business objectives and customers best interest top of mind.
· Responsible for own WIP/Pipeline. Complete a line-by-line WIP review each week and maintain contact and relationships with these clients to ensure applications convert to settlement.
· Regularly follow all AIP customers and customers issued a "Borrowing Capacity Estimate".
· Collaborate with our Quality and Credit Assessment Teams to ensure all conditions are met to ensure the application converts to a settlement.
· Collaborate with Customer Settlement Support team to ensure all clients are actioned in a quick and efficient manner and are always kept informed of their application progress.
· Identify any support customers with additional product or service options (such as BOQ referrals)
· Promote ME in a positive manner within the existing customer base.
· The quality of the applications being put forward is central to the customer's experience and getting it right the first time is a core responsibility.
· Develop credit policy knowledge, helping to create a better Customer experience through a quick 'yes' or 'no' credit decision. Knowing ME products, regulatory and policy changes and market trends is central to providing a great customer experience as well as a focus on continual learning through both internal and external means to help provide a deep and diverse knowledge base for customer.
· Protect customers, the business, and self by always complying with all policies, regulatory obligations, procedures, and delegations applicable to the activities and decisions required in this role.
· Ensure CPD, Quest and other compliance requirements are completed by the due date.
· Ensure all customer signed forms or provided information is uploaded to Pega and ensure any sensitive information such as TFN is removed.
· Understand and comply with the Code of Conduct and any additional policies and procedures which apply to the role to ensure BOQ Group excels, complies with laws and regulations, and upholds their reputation.
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