Call Centre Consultant

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