Member Relations Officer, Contact CentreAre you looking for a career with endless opportunities?
There's more to us than banking.We're BCU Bank, proudly based in Coffs Harbour and Brisbane, and part of P&N Group, one of the largest customer-owned banking groups in Australia.Our purpose is to enrich the lives of our customers and their communities, providing a genuine banking alternative with competitive and convenient retail and business banking services and outstanding customer experiences.About the roleAs a Member Relations Officer based in the Contact Centre in Coffs Harbour or Brisbane, you will be the first point of contact for BCU members and inbound callers accessing the BCU phone line.You will use your friendly customer service skills paired with your knowledge of BCU products, services, and procedures to assist members with their inquiries and provide an exceptional customer experience.Answering and returning member phone callsCommunicating effectively and providing members with recommendations regarding BCU products and servicesCommunicating via Web Chat with members to answer queriesAccurately processing customer transactionsStrict adherence to BCU's policies and proceduresProviding clear direction and instruction to members regarding their queriesIdentifying opportunities to cross-sell and refer businessBuilding rapport and proactively resolving queriesMeeting and exceeding Contact Centre service targetsMaintaining up-to-date knowledge of BCU Bank news, events, and information and confidently delivering it to membersThere are multiple Permanent, Full-time roles available in our Coffs Harbour and Brisbane corporate offices.What will you bring?Strong time management and organisational skillsThe ability to adapt your communication style depending on the situationStrong problem-solving and troubleshooting skillsExperience in maintaining strict confidentialityStrong verbal communication skills with the ability to articulate processes clearly and methodicallyStrong computer literacyFlexibility in working hours – Between 8am and 6pm, Monday – SaturdayASIC Tier 2 (RG146) qualification – held or willingness to obtainPrevious Call Centre experience will be highly regardedWhat we can offer youP&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.
To help you live your best life through work, we offer an extensive range of employee benefits:Work for a national multi-brand, customer-focused organisationEnjoy flexible work arrangementsAn incentive scheme for exceptional performanceSupport with leadership and professional development12 weeks paid parental leave for the primary caregiver, and three weeks for the non-primary caregiverGenerous discounts on home loans, personal loans, insurance, and other banking products and servicesUp to two weeks' additional purchased leave per yearTwo days' paid volunteer leave each year to use with a community partner of your choiceAn Employee Assistance ProgramAt P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings.
We encourage people of all abilities, backgrounds, identities, ages, and cultures to apply.If you believe you meet the selection criteria and can make a positive contribution to the team, please apply with your current resume and a cover letter outlining your skills and experience.#J-18808-Ljbffr