Description:
IMB’s Contact Centre is looking for a full time Sales and Service Consultant to join the team in providing service excellence to customers over the phone and via our online channels to ensure their experiences with IMB are positive and meets their needs. Our dynamic contact centre will suit someone who'll enjoy the challenge of working in a fast paced digital and customer interactive environment and is confident in being the first point of contact to assist customers with their everyday banking needs.
A day in the life of an IMB Sales and Service Consultant includes:
- Taking inbound enquiries over the phone and through IMB’s online channels (eg webchat, in-app messaging and social media) and handling and resolving customer requests and complaints effectively
- Identifying and converting new product and service opportunities that meet member needs
- Enhancing member relationships with informative and helpful conversations that resolve their enquiries
- Being comfortable as an insurance product specialist, applying knowledge and skills through effective conversations to ensure our customers are informed and getting the right insurance solutions that meet their needs
- Championing the IMB suite of self service facilities and digital assets
- Working within policy and industry guidelines and regulations
- Collaboratively working within a team to support each other and achieve team goals and objectives and contributing to project work.
We welcome your application if you have some or all of the following:
- A passion for helping people and achieving positive outcomes
- Empathy and patience with people generally with confident interpersonal and communication skills
- Able to use effective conversational skills to assist customers in finding the best solutions and services to meet their needs and taking ownership of any issues or problems that might arise to point of resolution
- Good organisation skills to manage multiple tasks and competing priorities in a calm and structured manner
- Demonstrated tenacity and a strong desire to achieve results and KPI’s
- Experience in using computers and apps with the confidence and ability to navigate between systems, with fast and accurate keyboard skills
- Are tech savvy with a keen interest to learn about Digital platforms eg, Internet banking, Mobile apps and Digital cards
- Are flexible in your approach and love working with a diverse group of people together to achieve goals and celebrate successes.
Our contact centre is the perfect place to really pivot your career, learn new skills, and with an exciting agenda of digital transformation underway, there are genuine opportunities to progress your career both within the contact centre and across the bank.