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Call Centre Consultant

7 months ago

Mount Victoria, New Zealand Rabobank Full time

Job Overview & Purpose:
To provide outstanding customer service by ensuring that requests and enquiries by clients and stakeholders are completed efficiently and accurately while maintaining high service standards and satisfaction.

Context of Job:
Focus is on providing high level customer service and meeting or exceeding agreed Service Levels. The team also contributes to the Continuous Improvement culture within NZ Operations.

Key Responsibilities and Accountabilities:

- Deliver professional and quality service to Rabobank Group clients and staff
- Respond and action requests received via customer contact channels for both Rabobank Group clients and branch staff.
- Manage calls and work requests for both Country Banking and RaboDirect customers
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems
- Manage card fraud as the first-line of investigation
- Specialised relationship management of high net-worth clients when required
- Process administrative tasks assigned in an accurate and timely manner
- Ensure all documentation and correspondence is of a high standard
- Manage complaints and escalate as required
- Adhere to bank policy and procedures at all times
- Complete outbound calls as allocated
- Accurate use of the Active Operations Workware platform
- Maintenance of client data integrity when required
- 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
- Identify and report any suspicious account activity
- Other duties as directed

Qualifications:

- A tertiary qualification in a related field is preferred but not essential.

**Experience**:

- Previous Call Centre experience in a telephone based Client Services role dealing with complicated products and complex customer needs. Preference would be a banking background.
- Experience with Internet Banking (desirable)

Knowledge:

- Microsoft Office product knowledge
- Knowledge of Code of Banking Practice and other regulatory issues in Australia and New Zealand. Financial Sector products in particular Lending, Deposits, Debit Cards and Transactional Banking

**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
- Must be willing to work flexible hours to support the Operations business
- Able to prioritise tasks and meet deadlines
- High level of accuracy and attention to detail
- Quick learner
- Continuous Improvement focused

This role closes Thursday 17th August.