Call Centre Consultant

6 months 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 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

This role will close Wednesday 3 July

  • Call Centre Consultant

    3 months 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

    7 months 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 months 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...

  • Regional Call Centre Manager

    3 months 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

    4 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 Consultant

    7 months 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

    8 months 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 Support Manager

    3 weeks ago

    Wellington, 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 heart...

  • Call Centre Support Manager

    3 weeks ago

    Wellington, New Zealand Rabobank Gruppe 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 heart...

  • Call Centre Operator

    2 days ago

    Wellington Central, New Zealand Wellington Central Full time

    **_Nau mai, haere mai ki Ūpoko ki te uru hauora._** Location: Wellington Regional Hospital and Hutt Valley Regional hospital Service: Patient Administration Service Contract: Permanent, full-time **Salary**: Range from $55,177 to $63,240 depending on experience **Kōrero mō te tūranga ' About the role** The Patient Administration Service (PAS) is a...

  • Travel Consultant

    3 weeks ago

    Wellington City, New Zealand Flight Centre Brand Full time

    **Refer a friend** **Job no**: 524566 **Brand**: Flight Centre Brand **Work type**: Full time **Location**: Wellington, City centre **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! **In January 2025 we will begin our search for a...

  • Customer Engagement Representative

    6 months ago

    Auckland City, New Zealand Philip Morris International Full time

    Are you ready to #MakeHistory? At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re in the process of transforming our business and introducing products to work towards a smoke-free future. With huge change, comes huge opportunity. So, if you are the chosen one, you’ll enjoy the freedom to dream up and deliver better,...

  • Call Centre Administrator

    6 months ago

    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! **About the Job**: The Call Centre Coordinator will play a pivotal role in ensuring the smooth day to day operation of our Call Centre, Insurance...

  • Administrator / Call Centre

    7 months ago

    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...

  • Contact Centre Consultant

    7 months ago

    Wellington City, New Zealand Vector NZ Full time

    Contact Centre Consultant - Inbound - Full-time - Engagement type: Permanent - Employee - Department: Contact Centre At 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,...

  • Contact Centre Consultant

    1 month ago

    Auckland City, New Zealand TSA Group Full time

    **Company Description** Who are we?** TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally. We’re a purpose driven business and our mission is clear. We endeavour to create...

  • Contact Centre Consultant

    3 months ago

    Auckland City, New Zealand Vector NZ Full time

    Contact Centre Consultant Full-time Department: Contact Centre At 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 Conditioning and...

  • Contact Centre Consultant

    6 months ago

    Auckland City, New Zealand Qantas Airways Limited Full time

    Play your part in delivering memorable customer experiences- Rare opportunity to join our 24/7 Auckland Contact Centre in a permanent, full-time role- Hybrid working environment We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no...

  • Centre Admin

    2 days ago

    Manukau City, New Zealand Lil Champs Early Learning Centre Full time

    We are seeking a permanent administrator at one of our Early Learning Centres in South Auckland. We are looking for an enthusiastic, reliable, confident individual with excellent communication, time management and organisation skills. **Prior administration experience in an ECE environment will be beneficial but not compulsory as training and support will...

  • Call Centre Supervisor

    5 hours ago

    Auckland City, New Zealand Fullers360 Full time

    **About us** Fullers360 was born of a love for the Hauraki Gulf in 1981. 40 years downwind, our network unifies the entire Gulf_. _Through a reliable network and the passion of 350 crew and staff, Fullers360 ferries nearly 6 million people every year, getting commuters to work and visitors to play. Our purpose is to unify the Hauraki Gulf by bringing...