Call Centre Consultant

3 weeks ago

Auckland City, 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 Centre Consultant

    4 weeks ago

    Auckland City, New Zealand Rabobank Full time

    At Rabobank, we’re proud to be the world’s leading specialist in food and agribusiness banking. Our success lies in our people, who are committed to adding long-term value for clients. We’re growing a better New Zealand, together. Want to join us? **About the role** As a Call Centre Consultant at Rabobank, you’ll provide exceptional support to our...

  • Call Centre Consultant

    2 weeks ago

    Auckland City, New Zealand LANGUEDOC SCIENTIFIQUE Full time

    At LANGUEDOC SCIENTIFIQUE, we’re proud to be the world’s leading specialist in food and agribusiness banking. Our success lies in our people, who are committed to adding long-term value for clients. We’re growing a better New Zealand, together. Want to join us? About the role As a Call Centre Consultant at LANGUEDOC SCIENTIFIQUE, you’ll provide...

  • Call Centre Consultant

    2 weeks ago

    Wellington City, 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...

  • Call Centre Consultant

    3 days ago

    Wellington City, New Zealand Vetorial Full time

    At Vetorial, we’re proud to be the world’s leading specialist in food and agribusiness banking. Our success lies in our people, who are committed to adding long-term value for clients. We’re growing a better New Zealand, together. Want to join us? **About the role** As a Call Centre Consultant at Vetorial, you’ll provide exceptional support to our...

  • Call Centre Consultant

    1 week ago

    Wellington City, New Zealand Rabobank Full time

    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 purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the...

  • Call Centre Consultant

    3 weeks ago

    Auckland City, 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...

  • Call Centre Consultant

    4 days ago

    Wellington City, 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...

  • Call Centre

    3 days ago

    Auckland, New Zealand Copyright Nurse Call Solutions Ltd Full time

    Customer Experience Manager at Booths LogisticsThis is a Full time jobLocation: Tauranga Central, Bay of PlentyClassification: Call Centre & Customer ServiceAre you passionate about delivering exceptional customer experiences?Join us as our Customer Experience Manager and make a lasting impact!Responsibilities:Deliver exceptional customer service, advice,...

  • Call Centre Consultant

    4 weeks ago

    Auckland City, 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...

  • Call Centre Manager

    4 days ago

    Auckland City, New Zealand Infinitas Full time

    North Shore Location - Key role for business success. - Establish and Build the Function We have a fantastic newly created opportunity for an experienced and dynamic Call Centre Manager/Customer Service/Delivery to take charge of a market-leading brand. This role will see you lead call centre operations, for a mostly outbound operation ensuring exceptional...

  • Call Centre Operator

    4 days ago

    Auckland City, New Zealand Are Media Full time

    **Job no**: 499944 **Work type**: permanent full time **Location**: Auckland **Categories**: Operations **Call Centre Operator - Are Direct** An exciting opportunity has become available with Are Direct NZ Limited. On behalf of local and international magazine publishers, Are Direct, expertly manages the distribution and promotion of millions of magazines...

  • Customer Support

    6 days ago

    Auckland City, New Zealand New Zealand Government Full time

    Full time Permanent Position - Call Centre Environment - North Shore Based BreastScreen Waitemata Northland (BSWN) is part of the Ministry of Health's free national BreastScreen Aotearoa (BSA) Programme. We screen over 40,000 women each year and we pride ourselves on consistently delivering a positive experience for our clients. We have a permanent...

  • Call Centre Officer

    1 week ago

    Auckland City, New Zealand Programmed Full time

    Full time, permanent role that's Monday to Friday. Fantastic company with culture and customer satisfaction at the forefront of their minds! **Who are we?** Programmed Facility Management is a leading provider of asset management, facilities maintenance and project management services across a multitude of industries. Working with Programmed Facility...

  • Regional Call Centre Manager

    1 week ago

    Wellington City, New Zealand Rabobank Full time

    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 purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the...

  • Call Centre Support Manager

    2 weeks ago

    Wellington City, New Zealand Rabobank Full time

    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 purpose is clear: we enable our clients to feed the world sustainably. Our commitment to our employees and customers is at the...

  • Call Centre Operator

    6 days ago

    Wellington City, New Zealand New Zealand Government Full time

    Nau mai, haere mai ki Te Whatu Ora - Capital, Coast & Hutt Valley District **Location**: Capital Coast and Hutt Valley Hospital **Service**: Call Centre - Patient Administration Service **Contract**: Casual (rostered and rotating up 40 hours p/w) **Salary**: Range from $59,627 - $68,340 depending on experience Kōrero mō te tūranga - About the role The...

  • Call Centre Operator

    6 days ago

    Wellington City, New Zealand Capital & Coast District Health Board Full time

    **_Nau mai, haere mai ki Te Whatu Ora - Capital, Coast & Hutt Valley District_** Location: Capital Coast and Hutt Valley Hospital Service: Call Centre - Patient Administration Service Contract: Casual (rostered and rotating up 40 hours p/w) **Salary**: Range from $59,627 - $68,340 depending on experience **Kōrero mō te tūranga - About the role** The...

  • Call Centre Specialist

    3 weeks ago

    Auckland CBD, New Zealand Consult Recruitment Full time

    **Abit about the company** Our client is a leading clinical trials business that aims to improve the everyday lives for current and future patient needs, and to aid discoveries and contribute to knowledge by providing outstanding research experiences. **About the Role**: We are currently looking for a highly motivated, results driven call centre...

  • Call Centre Coordinator

    16 hours ago

    Auckland, Auckland, New Zealand Mercy Ascot Hospitals Full time

    About Us">Mercy Radiology is a leading provider of diagnostic imaging services in wider Auckland, with multiple sites across the region. Our team is dedicated to delivering exceptional patient care and experiences.Job Role">This is a permanent full-time opportunity based at our Ascot Park Greenlane site. As a Customer Care Consultant, you will be the first...

  • Call Centre Role

    3 weeks ago

    Auckland City, New Zealand Programmed Full time

    On behalf of our client we are seeking enthusiastic and energetic customer focused individuals to join their team, our client is one of the leading suppliers of compressed and bulk gases, chemicals and equipment around the globe with the mission of making our world more productive every day. Our client develop safe, sustainable and innovative solutions for...