Call Centre Consultant

19 hours 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 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
- 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 chang



  • Auckland, Auckland, New Zealand Tangram Full time

    As a Call Centre Consultant at Tangram, you will be part of a dynamic team that provides expert-level support to our clients. You will play a key role in ensuring customer satisfaction, building long-term relationships, and driving business growth.Ideal ApplicantsWe are looking for individuals who:Have a background in call centre and customer service...


  • 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...


  • Auckland City, New Zealand Vector NZ Full time

    Contact Centre Consultant (Cold Calling) Full-time Department: Contact Centre

  • Call Centre

    2 days ago


    Auckland, 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 impactResponsibilities:Deliver exceptional customer service, advice, and...


  • 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

    1 week ago


    Auckland City, New Zealand Infinitas Full time

    Drive future growth and sales. - Key role for business success. - Lead a high performing technical team. We have a fantastic newly created opportunity for an experienced and dynamic Call Centre Manager to take charge of a market-leading brand. This role will see you lead call centre operations, ensuring exceptional communication and service. You'll play a...

  • Call Centre

    20 hours ago


    Auckland, Auckland, New Zealand The Instillery Group Full time

    Customer Service Representative, Kaihapai Moni Oranga, Dunedin Contact Centre at Ministry of Social DevelopmentThis is a Full time jobDunedin Central, Otago$60,707 – $72,990 per yearsubClassification: Customer Service - Call CentreClassification: Call Centre & Customer ServiceWhat you do will make a difference in our communitiesAnnual pay...

  • Call Centre Specialist

    19 hours 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 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...


  • Auckland City, New Zealand Cigna Full time

    **Job Purpose/Objective**: Reporting to the Contact Centre Manager, the purpose of the Contact Centre Consultant is: **Critical Priorities & Responsibilities**:Finance**: Complete all work to a high standard including correspondence and data entry and to ensure any information provided over the phone is accurate. Play an active role in retaining business...


  • Auckland City, New Zealand Consult Recruitment Full time

    Business in high growth mode - Awesome company culture and a business focused on making a difference - Competitive Salary - $85K p.a **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...

  • Call Centre Officer

    2 days ago


    Wellington City, New Zealand Momentum Consulting Group Full time

    Wellington CBD - Fun, diverse, hard working team - Fixed term and casual positions available Our client is an integral part of New Zealand’s health sector who are now looking to add self-motivated, efficient, and customer-focused individuals to help their team. Rotating roster across 24/7 days for an initial 12 month fixed-term period. We also have...


  • Auckland City, New Zealand InterGroup Full time

    Are you an administrator and a bit of a character? At InterGroup, our people are real good characters who have each other’s backs every day. And we're after more characters like you to come and join us! **What's the job?** InterGroup are New Zealand's Infrastructure and Industrial Services specialists, delivering services in waste management, industrial...


  • Auckland, Auckland, New Zealand The Instillery Group Full time

    Job SummaryWe're seeking a Call Centre Operations Specialist to join our Dunedin Contact Centre team. As a specialist, you will be responsible for providing exceptional customer service and support to clients, while working collaboratively with team members to achieve shared goals.ResponsibilitiesManage incoming calls and respond to client inquiriesSolve...


  • Auckland, Auckland, New Zealand Nurse Call Solutions Nz Limited Full time

    **Company Overview**Nurse Call Solutions Nz Limited is a leading provider of innovative nurse call systems in New Zealand. Our team is dedicated to delivering exceptional service and support to our clients.**Job Description**We are seeking a senior consultant / manager to lead our strategy consulting practice. The successful candidate will have a strong...


  • 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. **Abit about the role** We are currently looking for a highly motivated Team Leader to join our small but...


  • Auckland City, New Zealand Flight Centre Travel Group Full time

    **Job no**: 515928 **Brand**: Flight Centre Travel Group **Work type**: Full time **Location**: Auckland, Central **Categories**: Leisure Travel & Retail **Your missionshould you choose to accept it** - Issuing and reissuing accurate tickets - Ongoing support to external clients - Create a VCC mask on behalf of consultants - Oversee and monitor the GTC...


  • Auckland City, New Zealand Flight Centre Full time

    **Job no**: 511651 **Brand**: Flight Centre **Work type**: Full time **Location**: Auckland, West, New Zealand **Categories**: Leisure Travel & Retail We’re at the boarding gate, ready to take flight, so we need to expand the crew to help get everyone to their destinations. Come and join our team of Flighties and help us open up the world to those who...


  • Auckland, Auckland, New Zealand Vector Limited Full time

    Contact Centre Consultant (Cold Calling)Full-timeDepartment: 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 Filtration, Heat Pumps, Air...


  • Auckland City, New Zealand One Picture Full time

    **One Picture** **Join Our Call Centre in Parnell as an Insights Champion!**: **Auckland, Auckland City, Parnell** $26 - $27 Hourly $27 hourly Fixed Term/Temporary - **Engaging Role: Connect with diverse respondents while gathering valuable insights.**: - **Flexible Hours: Pick your own days and hours (during office hours—no weekends!)**: - **Growth...