Call Centre Consultant

7 months ago

Hamilton, New Zealand Rabobank Full time

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 Responsibilites 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
- 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

Rabobank Global Behavioural Skills:

- (F) Storytelling: Organizes insights and defines a logical flow to tell a story
- (F) Complex Problem Solving: Identifies problems and reviews related information, to develop and evaluate possible solutions
- (F) Self-reflection: Takes time to reflect on own strengths and weaknesses, by asking feedback and uses this to develop and grow
- (F) Service orientation: Takes accountability for providing a high level of service quality towards clients, sustaining client relationships
- (F) Coaching: Guides and supports peers in improving performance and expand, refine, and build new skills
- (F) Agility: Demonstrates the ability to change

  • Call or Contact Centre Operator

    6 months ago

    Hamilton, New Zealand International Business Group Limited Full time

    We are looking for Call or Contact Centre Operator to join our team. You will also need the following: - Must have at least one year of experience or NZQF level 2 or 3. - Must have a current and valid drivers licence - A safe and responsible approach to work and health and safety - A team member must have good communication skills and also time management...

  • Travel Consultant

    4 months ago

    Hamilton, New Zealand Flight Centre Brand Full time

    **Job no**: 522742 **Brand**: Flight Centre Brand **Work type**: Full time **Location**: Waikato, Hamilton **Categories**: Leisure Travel & Retail **Open up the world to those who want to see.** **whakatuwhera te ao ki te hunga e hiahia ana ki te kite** **Attention Travellers, Your Search for the Perfect Job Ends Here!** Soon, you'll land a role where...

  • Travel Consultant

    7 months ago

    Hamilton, New Zealand 1st Call Recruitment Hamilton Full time

    Recruitment Assistant with Online Operations - Helping travellers with low cost personalised advertising - Increase performance, creator feedback - Optimise quantity and quality of travel bookings Benefits. - Manage your business from anywhere / Flexible working - Flexible Time - Salary 100NZ$ - 300NZ$ per day **Job Type**: Part-time **Salary**: $100.00 -...

  • Insurance Consultant

    3 months ago

    Hamilton, New Zealand The New Zealand Automobile Association Inc. Full time

    **Insurance Consultant**: - **Reference**: 35248 - **Posted on**: 17 Sep 2024 - **Closes on**: 01 Oct 2024 09:19 - **Locations**: Hamilton - **Job level**: Entry (0 - 2 years) - **Work type**: Full-time - **Additional info**: Insurance Consultant PD_19 07 24.pdf **What You'll Be Doing | Mō te Tūrang** Our Contact Centre team benefits from a balanced...

  • Customer Experience Centre Trainer

    2 months ago

    Hamilton, New Zealand Livestock Improvement Corporation Full time

    **At a glance**: **Ref: 47407 | **Hamilton (Newstead) | **Contact Centre/Customer Service Representative | **Experienced | **Full Time | **Customer Experience Trainer 220224.docx****: Join New Zealand's leading agri-tech and dairy herd improvement cooperative! Celebrating over a century of groundbreaking contributions to the dairy industry, LIC is at the...

  • Registered Massage Therapist

    3 months ago

    Hamilton, New Zealand Serenity Wellness Centre Ltd Full time

    **Massage Therapist - Part Time / Full Time Position** **Location**: Serenity Wellness Centre, Hamilton East **Hours**: Flexible hours depending on shifts 25-40 Hours/Week **Remuneration **$35.00 - $42.00 per hour (Based on skill level and qualifications.) Are you passionate about holistic health and wellness? Do you have the qualifications and commitment...

  • Team Lead

    7 months ago

    Hamilton, New Zealand Te Wānanga o Aotearoa Full time

    **Team Lead - National Contact Centre** - Do you have advanced knowledge of Salesforce and experience with multiple Contact Centre systems? - Permanent, Full-time (37.5 hours per week) - Free health and life insurance, generous leave provisions plus additional leave based on length of service, free car parking. - A whanau-friendly workplace **About us** Te...

  • Paediatric Surgery Consultant

    6 months ago

    Hamilton, New Zealand Te Whatu Ora – Health New Zealand Waikato Full time

    **Paediatric Surgery Consultant** **Job Number**:WAI27158** **Where you’ll be working**:Elizabeth Rothwell Building - Waikato Hospital, Hamilton, New Zealand **The details**:Fulltime - Fixed term (3 months) - 1.0 FTE**Be part of the national transformation in health**Be part of a high performing Children’s Health whanau**Supportive multi-disciplinary...

  • Data Centre Site Lead 24x7

    6 months ago

    Hamilton, New Zealand Datacom Full time

    Our purpose Here at Datacom Data Centres' we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in We provide comprehensive training to develop your technical and professional skills, and a career pathway to explore the skills needed for other roles. E whakarato ana...

  • Data Centre Site Lead 24x7

    6 months ago

    Hamilton, New Zealand Datacom Full time

    Our Why Here at Datacom Data Centres' we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in We provide comprehensive training to develop your technical and professional skills, and a career pathway to explore the skills needed for other roles. E whakarato ana mātou...

  • Customer Service Consultant- Insurance

    3 months ago

    Hamilton, New Zealand The New Zealand Automobile Association Inc. Full time

    **Customer Service Consultant - Insurance**: - **Reference**: 35248 - **Posted on**: 17 Sep 2024 - **Closes on**: 01 Oct 2024 09:19 - **Locations**: Hamilton - **Job level**: Entry (0 - 2 years) - **Work type**: Full-time - **Additional info**: Insurance Consultant PD_19 07 24.pdf **What You'll Be Doing | Mō te Tūrang** Our Contact Centre team benefits...

  • New Business Telesales Consultant

    7 months ago

    Hamilton, New Zealand Shred-X Full time

    **New Business Telesales Consultant** **Hamilton** PHG is a successful part of the Freightways group and has been generating sustained growth over the last few years. We have a ‘can-do’ culture, and our people are encouraged to strive to be the best they can be. We are looking for a Telesales Superstar to help grow and maintain our market share in...

  • Complementary Wellness Therapist

    4 months ago

    Hamilton, New Zealand Serenity Wellness Centre Ltd Full time

    Complementary Wellness Therapist Full Time Flexible Hours We are looking for one or more full time Complementary Wellness Therapists to provide a range of complementary health services at our wellness centre. You must have EITHER a relevant Bachelor level qualification, OR five years’ of relevant work experience in the following areas: - Therapeutic...

  • Banking Consultant

    3 months ago

    Hamilton, New Zealand ANZ Banking Group Full time

    **Req ID**: 77785 **Department**: NZ Personal Banking Branch Network **Division**: New Zealand **Location**: Hamilton Ko Mātou - About Us Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our...

  • Customer Sales Consultant

    6 months ago

    Hamilton, New Zealand AA New Zealand Full time

    **What You'll Be Doing | Mō te Tūranga** As the face of the AA, you will be offering a customer centric approach to everyone who visits our AA centres. As a Customer Sales Consultant, you will play an important role in identifying customer needs and providing them with the right AA products, ensure great customer outcomes in a fast-paced retail...

  • Customer Sales Consultant

    6 months ago

    Hamilton, New Zealand AA New Zealand Full time

    **What You'll Be Doing | Mō te Tūranga** As the face of the AA, you will be offering a customer centric approach to everyone who visits our AA centres. As a Customer Sales Consultant, you will play an important role in identifying customer needs and providing them with the right AA products, ensure great customer outcomes in a fast-paced retail...

  • Consultant Psychiatrist

    6 months ago

    Hamilton, New Zealand Te Whatu Ora – Health New Zealand Waikato Full time

    **Consultant Psychiatrist** **Job Number***: **WAI25374** **Where you’ll be working**:Waikato Hospital, Mental Health and Addiction Services, In Patient **The details**:Full time permanent - Mehemea ka moemoeā ahu, Ko au anake, Mehemea ka moemoeā e tātou, Ka taea e tātou. If I am to dream, I dream alone, if we all dream together then we will...

  • Medical Alarm Consultant

    4 months ago

    Hamilton, New Zealand Healthcare of New Zealand Full time

    **Who are we | Ko wai mātou?** Freedom Medical Alarms is a joint venture business between Healthcare NZ and Wellington Free Ambulance. All Freedom clients have their alarms monitored through the Central Ambulance Communications centre run by Wellington Free Ambulance. **Why Us | He aha ai mātou?** At Freedom Medical Alarms, we're passionate about...

  • Consultant Psychiatrist Forensic

    6 months ago

    Hamilton, New Zealand Te Whatu Ora – Health New Zealand Waikato Full time

    **Consultant Psychiatrist Forensic** **Job Number***: **WAI17120** **Where you’ll be working**:Puawai, Midland Regional Forensic Psychiatric Services **The details**:Permanent Full time**Considering relocation to the** **Waikato** **or** **New Zealand** **?**Let us help you and your family access affordable** **housing** **,** **good schools** **and...

  • Contact Centre Supervisor

    7 months ago

    Hamilton, New Zealand Madison Recruitment Full time

    **About the role** We are seeking multiple Supervisors with exceptional organisational skills to look after a large team of Customer Service Officers. Employed by Madison and based onsite in our client’s office, you will be our eyes and ears on the ground whilst supervising a wider Madison team. You will work closely with the Madison Business Partners to...