Call Centre Consultant

Description:

A bit about us

Rabobank is the world’s leading specialist in food and agribusiness banking. One of our key strengths lies in our people who have a deep understanding of agriculture and are committed to adding long-term value for clients. Our commitment to our employees and clients is at the heart of everything we do.

• Permanent full time opportunities available in our Perth office

• Be part of our brand new team!

• Monday to Friday, shifts between 7am to 6pm

A bit about the role

Reporting to the Team Leader, Call Centre, these roles provide services to all external Rabobank Australia & New Zealand clients and prospective clients, as well as supporting Country Banking, Rabobank Online Savings and Advisor Services.

You will be responsible for providing exceptional customer service by ensuring the service provided are carried out in an accurate, timely and efficient manner while maintaining and contributing to high client satisfaction.

Your key responsibilities and accountabilities will include:

• Handle all incoming calls from current and prospective clients, providing them an exceptional level of customer service, giving information and support regarding products, services and processes, with an aim to deliver one call resolution

• Handle all emails, secure messages and other written correspondence received by the Call Centre

• Deliver professional and quality service to Rabobank Australia New Zealand clients and staff

• Follow relevant Call Centre procedures to fulfil requests received via customer contact channels for Rabobank Australia New Zealand clients and branch staff

• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems

• Ensure all documentation and written correspondence is of a high standard

• Manage fraud as the first-line of investigation, including managing the disputed transaction process with the client

• Fulfil financial requests from clients and branch staff including telegraphic transactions, direct credits and debits and performing card maintenance

• Manage complaints and incidents according to relevant policy and procedures

• Ensure Treating Customers Fairly (TCF) principles are a foundation for all client interactions

• Complete outbound calls as required

• Identify and raise errors, potential Operational Risks and Compliance Risks and adhere to all risk control management frameworks for AU and NZ

What we are looking for

To hit the ground running you will have:

• A genuine passion for exceptional customer service

• Previous experience in a high volume customer contact role

• Exceptional communication (written and oral) and interpersonal skills

• High levels of motivation and a commitment to your own performance with the ability to receive and provide constructive feedback

• Emotional intelligence and resilience

• The ability to build and maintain great relationships with internal and external stakeholders

• A keen interest in agribusiness and banking

• Strong PC and system skills

Our Values, Vision and Mission

Rabobank Australia fully embraces inclusion and belonging and delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here. We are committed to our values; we are client focussed, action oriented, purposeful and courageous in our work. We are professional and considerate and bring out the best in each other and are committed to keep learning. We have an open culture, where you can be yourself and be valued for who you are.

What we're proud to offer you:

• Career development

• Employee insurance cover

• Flexible ways of working

• Join a global team of dedicated industry specialists

• Bonus annual leave