Contact Centre Specialist

Your business The Chief Operating Office (COO) supports the needs of the Bank, its strategy, its people and importantly its customers in bringing to life our purpose of ‘helping all Australian’s own their own home’. Playing a critical role within the Bank, the COO Division is positioned to effectively service customers throughout their lifecycle including their lending needs, hardship requirements, fraud and financial crime events and on-demand contact centre support. While we pride ourselves in being customer obsessed, the COO division also delivers excellence across the Bank’s shared enterprise services including strategic procurement and partnerships management, property portfolio management, physical security, and corporate hospitality. Your impact and contribution Our Customer Contact Specialists are the voice of Great Southern Bank. They’re the first point of contact for our customers, helping them by understanding their needs and providing information about our range of simple, straightforward, and good value products and services. We are a multi-channel contact centre which helps us support customers in the way and time that suits them best, putting our customers at the heart of everything we do. Your reporting lines You will report to the Team Manager, Contact Centre Service Your responsibilities You’ll be responsible for providing high-quality service to customers by actively listening, understanding customer financial needs, and delivering tailored service and genuine solutions across our suite of products including general banking, lending and credit cards. Deliver exceptional customer experiences by proactively identifying opportunities, creating a better banking experience across transaction account, lending and credit cards and tailoring solutions that support financial wellbeing and drive customer value and loyalty. Achieve and exceed individual key performance indicators through operational efficiency through contact centre productivity measures and quality assurance expectations. Guide customers through the early stages of the loan journey, including next steps, documentation requirements, and product features, building confidence and trust in our services. Identify and refer qualified lending leads to the appropriate specialists or channels, contributing to business growth through proactive and customer-focused conversations. Use every interaction to educate our customers to ensure their financial needs are met driving customer satisfaction and supporting ongoing business growth through repeat engagement. Maintain deep product knowledge across all transaction, lending and credit cards to confidently educate customers and influence positive financial decisions. Your experience Previous experience in a sales or customer service role. Financial services experience (desirable) – some prior experience working in this industry will help you succeed in this role. Contact centre experience (desirable) Computer skills – you’ll need to get familiar with a number of our systems. Proficient in English language skills – written and verbal Your attributes Communication and building a connection – As a Customer Contact Specialist you’ll be the first point of contact for all customers and will need to communicate clearly and enjoy building rapport with new people in a genuine and inclusive way over the phone and via the web. Empathic listening – You will need to be genuinely engaged and actively listen in order to really understand the customers’ needs so that you can find the right solution for them. Problem solving – Your role is to identify the issue and help the customer find a solution to suit their needs. Conscientious and helpful – You will need to be responsible, reliable and committed to delivering the best customer experience, looking for ways to go above and beyond, taking ownership and looking to resolve any issues and ensure an exceptional outcome. Calm and clear – At times you will be under time pressure to resolve complaints or issues quickly and will need to be able to keep calm and think rationally to get the best results. Team player – You will be proactively working with others, building relationships and energetically contributing to team targets delivering outcomes and impact. Quick learner – When you come on board with Great Southern Bank you will receive some of the most comprehensive training in the industry including the FSRA Tier 2 certificate so the ability to take on information quickly will help you to understand our products and build the skills required to succeed in this role. Detail oriented – You will need to process customer transactions and enter details into the systems correctly. No one wants mistakes when it comes to their money so it’s important you can focus on the details.