This range is provided by Hays. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Small Business Consultant - Contact Centre
Looking for people determined to succeed, see the big picture and work in a fast-paced environment!
* 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.
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.
* 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
* Genuine empathy for customers and a passion for providing top-notch service that exceeds expectations.
* Exceptional communication skills.
* Determination to succeed and able to adapt to change and can work in a high-pressure environment.
* A knack for problem-solving and a curious mindset to explore new approaches that optimise team performance and improve customer service.
* Natural ability to collaborate effectively with others, aligning with our bank’s purpose and values.
* Unwavering motivation to grow and develop a fulfilling career within the Banking Industry.
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 forward an up-to-date copy of your CV to us, 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 about your career.
Seniority level
* Entry level
Employment type
* Temporary
Job function
* Customer Service
* Banking
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