![Rabobank Gruppe](https://media.trabajo.org/img/noimg.jpg)
Call Centre Consultant
2 weeks ago
Job Overview & Purpose:
Call Centre Consultant supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies and clients. Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner. Maintaining high standards and contributing to a high level of client satisfaction in alignment with Rabobank Values and Behaviours.
Context of Job:
Reporting to the Team leader, Call Centre, the role is expected to service all external Rabobank Australia New Zealand clients and prospective clients, striving for excellent customer focus and adhering to agreed Service Level Agreements.
The Regional Call Centre is part of the NZ and AU Operations departments. The Operations departments make a significant contribution to supporting the overall Rabobank Australia & New Zealand Group Strategy, manages risk to within the overall Risk Appetite of Rabobank Australia New Zealand and demonstrates and champions leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach."
Job Overview & Purpose:
Call Centre Consultant supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services/Key Account Services strategies and clients. Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner. Maintaining high standards and contributing to a high level of client satisfaction in alignment with Rabobank Values and Behaviours.
Context of Job:
Reporting to the Team leader, Call Centre, the role is expected to service all external Rabobank Australia New Zealand clients and prospective clients, striving for excellent customer focus and adhering to agreed Service Level Agreements.
The Regional Call Centre is part of the NZ and AU Operations departments. The Operations departments make a significant contribution to supporting the overall Rabobank Australia & New Zealand Group Strategy, manages risk to within the overall Risk Appetite of Rabobank Australia New Zealand and demonstrates and champions leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach."
Key Responsibilities and Accountabilities:
• Handle calls from all Rabobank Australia New Zealand 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, escalating as required
• Ensure Treating Customers Fairly (TCF) principles are a foundation for all client interactions
• Adhere to bank policy and procedures at all times
• Complete outbound calls as required
• Accurate use of the Active Operations Workware platform
• Adhere to agreed rosters, schedules and punctuality to support the team to deliver KPIs
• Be flexible and ready to assist other Rabobank teams or business groups with workload where/when required
• Proactively participate in all business initiatives, including activities to enhance the customer experience
• Meet agreed individual and team performance and behavioural targets
• Demonstrated self-awareness to develop and enhance knowledge, skills and attributes
• Identify and report any red flag behaviour
• Identify and raise errors, potential Operational Risks and Compliance Risks and adhere to all risk control management frameworks for AU and NZ
• Other duties as directed
Qualifications:
• A tertiary qualification in a related field is desired but not essential
Experience:
• Customer service experience essential
• Previous Call Centre experience desired
• Previous experience in the financial services industry desired
Knowledge:
• Knowledge of common financial sector products, in particular lending, deposits, debit cards and transactional banking
• Understanding of relevant regulatory requirements in Australia and New Zealand
• Understanding of the Privacy Policy and relevant legislation
• Understanding of Financial Advice obligations
• Understanding of Risk and Controls relevant to the team and department
Skills:
• Clear written and verbal communication skills
• Positive customer focus and high level of quality customer service
• Professional interaction with client and branch staff and other business stakeholders
• Team player
• Able to prioritise tasks, multitask and meet deadlines
• High level of accuracy and attention to detail
• Strong analytical and problem-solving skills
• Continuous Improvement focused
Numerous fixed term positions available. This role will close Friday 14 June 2024
ApplyingIn 5 steps
We'd like to get to know you.
Step 1Applying
Thanks for applying We consider all the CVs and covering letters that we receive. After the closing date, you will hear from us as soon as possible.
Step 2First interview
Usually you'll be meeting with your (potential) team leader and an immediate (future) colleague. We are keen to get a sense of whether you are a good fit for the position and our team. And you probably have a lot of questions too.
Step 3Second interview
We want to speak to you a second time. In this online meeting, we will delve deeper into the details of what the job entails. Another colleague will often join the interview too.
Step 4Offer
If you are a good match for us and we're a good match for you, then you'll receive a good offer by email. Some positions require you to undergo further assessment first.
Step 5Screening
We assess whether you are trustworthy enough to work for Rabobank in a screening process.
What working rights do you hold for New Zealand?
Please describe your remuneration expectations (base + salary).
Connections to Rabobank
Do you have any friends, family or financial connections to Rabobank?
#J-18808-Ljbffr-
Call Centre Team Leader
2 weeks ago
Wellington, Wellington, New Zealand Nova Energy Full timeExpires 7th June 2023 Reference: Category: Call Centre & Customer Service Location: Wellington Work Type: Permanent / Full Time Related DocumentsNova Energy is part of the family-owned Todd Corporation, one of New Zealand's largest and most successful companies. We're the ones who supply great value energy, broadband and phone services to all kinds of Kiwi...
-
Contact Centre Consultant
2 weeks ago
Wellington, Wellington, New Zealand Vector NZ Full timeContact Centre Consultant - Inbound Fulltime Engagement type: Permanent Employee Department: Contact CentreAt HRV we believe everyone should love the feeling of coming home. In fact, since we started in 2003, we've helped over 500,000 Kiwis love the feeling of coming back to a warm, dry home. We provide whole home solutions, covering Ventilation, Water...
-
Call Centre Operator 2023 Elections
2 weeks ago
Wellington, Wellington, New Zealand Programmed Full timeManaging enquiries from members of the public and internal teams Providing Help Desk support Managing the processing of data extracts Supporting the development of training materials Any other operational support functions as required Would you like to work with a successful team and make an impact in the community? Fixed Term Assignment with theElectoral...
-
Travel Money Sales Consultants
1 week ago
Wellington, Wellington, New Zealand Flight Centre Alumni Full timeTravel Money NZ is part of New Zealand's largest and most progressive travel retailer (ever heard of Flight Centre?) We provide foreign currency solutions that help our customers get more out of their holiday. Travel is in our DNA so naturally, if you're considering working with us, travel should be one of your biggest interests, too More than just currency...
-
Contact Centre Service Consultant
2 weeks ago
Wellington, Wellington, New Zealand ANZ Banking Group Full timeReq ID: 43802Department: NZ Personal Banking Contact CentreDivision: New ZealandLocation: WellingtonMō te tūranga - About the roleKia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving our customers' financial wellbeing so they can...
-
Retention Consultant
2 weeks ago
Wellington, Wellington, New Zealand Suncorp Group Limited Full timeTake the next step. Be part of something bigger at Suncorp.Are you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia's and New Zealand's leading financial services groups, you'll help us live our purpose every day – to build futures and protect what matters – for our customers, our communities and each...
-
Retention Consultant
2 weeks ago
Wellington, Wellington, New Zealand Suncorp Group Full timeAre you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia's and New Zealand's leading financial services groups, you'll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you'll be supported to grow your own future further too,...
-
Customer Experience Consultant
2 weeks ago
Wellington, Wellington, New Zealand Fidelity Life Full time6 month fixed term opportunity Wellington CBD locationThe opportunityWe are currently on the lookout for a customer experience consultant on a 6 month fixed term basis (covering parental leave),based in our Wellington CBD office with flexible working arrangements available.As a Customer Experience consultant, you will be responsible for delivering excellent...
-
Principal Evaluator, Education Evaluation Centre
2 weeks ago
Wellington, Wellington, New Zealand New Zealand Government Full timePrincipal Evaluator, Education Evaluation Centre | Te Ihuwaka, EROVacancy 69948Use your research and evaluation skills to support your team to deliver quality outcomes for the Te Ihuwaka | Education Evaluation CentrePrincipal EvaluatorAn exciting opportunity to contribute to the a high-quality research and evaluation work programme Produce reports that...
-
Customer Service Consultant
2 weeks ago
Wellington, Wellington, New Zealand Suncorp Group Full timeAre you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia's and New Zealand's leading financial services groups, you'll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you'll be supported to grow your own future further too,...
-
Customer Service Consultant
2 weeks ago
Wellington, Wellington, New Zealand Suncorp Group Full timeAre you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia's and New Zealand's leading financial services groups, you'll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you'll be supported to grow your own future further too,...
-
Customer Service Consultant
2 weeks ago
Wellington, Wellington, New Zealand Suncorp Group Full timeAre you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia's and New Zealand's leading financial services groups, you'll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you'll be supported to grow your own future further too,...
-
Customer Relationship Consultant
2 weeks ago
Wellington, Wellington, New Zealand Toyota Full timeAt Rutherford and Bond Toyota, we are looking to grow our team with two customer service minded individuals. We have two exciting roles as a Customer Relationship Consultant within our Customer Support TeamAs our Customer Relationship Consultant, you'll be the first point of contact for all in-coming calls into our business. With over a 150 staff, we receive...
-
Customer Relationship Consultant
2 weeks ago
Wellington, Wellington, New Zealand Toyota Full timeAt Rutherford and Bond Toyota, we are looking to grow our team with a customer service minded individual. We have an exciting role as a Customer Relationship Consultant within our Customer Support TeamAs our Customer Relationship Consultant, you'll be the first point of contact for all in-coming calls into our business. With over a 150 staff, we receive a...
-
Consultant Respiratory
2 weeks ago
Wellington, Wellington, New Zealand Capital & Coast District Health Board Full time_Nau mai, haere mai ki Te Whatu Ora - Capital, Coast & Hutt Valley District_Location:Wellington Regional Hospital, Kenepuru Hospital and Hutt HospitalService:Respiratory ServiceContract:Permanent, full timeSalary:As per ASMS MECAKōrero mō te tūranga - About the roleWe are looking for a Consultant Respiratory & Sleep Physician to expand our current team of...
-
Customer Experience Consultant
2 weeks ago
Wellington, Wellington, New Zealand New Zealand Government Full timeMō te tūnga | About the roleThe Customer Experience Consultant is an integral part of helping triage and action day-to-day requests for the NZDF Human Resources Service Centre (HRSC). The role works with multiple internal and external stakeholders. The HRSC based in Trentham provides a centralised way of doing business across Army, Air Force, Navy and...
-
Customer Experience Consultant
2 weeks ago
Wellington, Wellington, New Zealand New Zealand Government Full timeMō te tūnga | About the roleThe Customer Experience Consultant is an integral part of helping triage and action day-to-day requests for the NZDF Human Resources Service Centre (HRSC). The role works with multiple internal and external stakeholders. The HRSC based in Trentham provides a centralised way of doing business across Army, Air Force, Navy and...
-
Centre Cook
2 weeks ago
Wellington, Wellington, New Zealand Evolve Education Group Full timeSubsidised Childcare for your tamariki.Be part of a fun and supportive team environment.Make delicious, nutritious kai for our tamariki.Part Time - 30hrsAre you passionate about food and understand the importance nutrition plays in the lives of our tamariki? Come immerse yourself in a beautiful, diverse community and become a part of Learning Adventures...
-
Customer Service Retention Consultant
2 weeks ago
Wellington, Wellington, New Zealand Suncorp Group Full timeAre you ready to Chase the Sun by pursuing a career with Suncorp New Zealand? As part of one of Australia's and New Zealand's leading financial services groups, you'll help us live our purpose every day - to build futures and protect what matters - for our customers, our communities and each other. And you'll be supported to grow your own future further too,...
-
Senior Consultant
2 weeks ago
Wellington, Wellington, New Zealand Chandler Macleod Full timeAre you a motivated and engaged professional with an amazing knack for relationship building and a commitment to quality in your work? Are you passionate about delivering exceptional results in the Contact Centre and Volume space? We have an exciting opportunity for a Senior Consultant to join our thriving Team.About Us:Part of the RGF Staffing Group, our...