Customer Service Consultant - Bank

Apply now Job no: 615135
Work type: Permanent Full Time
Location: Parramatta
Categories: Contact Centre, Customer Service-Phone Based

About AMP

Working for AMP means being part of a company that values diverse thinking, encourages collaboration and promotes innovation.  It’s an environment that offers challenging and exciting work as well as opportunities for professional growth. We’re flexible enough to allow you to make the most of your life, both professionally and personally.

We are looking for those that have the courage and agility to navigate changing and complex environments so that we can deliver the best solutions for our customers. We value people with integrity, an innate willingness to help others and an eagerness to perform to the best of their abilities. 

We’re transforming our business, and we need people like you to join us on this journey.

Working for AMP

 

Working for AMP means being part of a company that values diverse thinking, encourages collaboration and promotes innovation.  It’s an environment that offers challenging and exciting work as well as opportunities for professional growth. We’re flexible enough to allow you to make the most of your life, both professionally and personally.

We are looking for those that have the courage and agility to navigate changing and complex environments so that we can deliver the best solutions for our customers. We value people with integrity, an innate willingness to help others and an eagerness to perform to the best of their abilities. 

Purpose of the Role

As the Customer Service Consultant within Bank you will be tasked with providing an outstanding experience by taking inbound calls from AMP customers, financial planners and employers and adding value to each interaction by understanding their needs and delivering the best service.

Key Responsibilities

 

  • Achieve key performance metrics, including customer advocacy via Net Promoter System (NPS) and First Contact Resolution
  • Focus on identifying sales and retention leads
  • Develop and maintain an in-depth knowledge of products and services including legislation, financial services industry, and organisational environment
  • Confidently navigate and source information from multiple internal systems and reference materials
  • Communicate in a manner that can easily be understood

 

Job Specific Capabilities

 

  • Build and maintain effective relationships with customers, anticipate their needs and create positive experiences
  • Work collaboratively with others and be able to communicate clearly
  • Demonstrate a level of commercial understanding of how AMP works and what part your role contributes to the success of the broader organisation
  • Demonstrate resilience and agility by responding constructively to change, ambiguity and complexity
  • Seek to understand change and experiment to find alternative solutions
  • Display a willingness to do things differently in response to change
  • Motivated to achieve targets and work in a busy and structured environment
  • Work 37.5 hours per week on a rotating roster between the hours of 8am – 8pm Monday – Friday, and occasionally 9am-5pm Saturday – Sunday

 

Experience required

 

  • Previous experience of providing outstanding customer service
  • Confidence with using different types of technology
  • The ability to take ownership and solve customer enquiries
  • Experience in identifying sales and customer retention opportunities

 

Wellbeing & Benefits

As a company that values wellbeing, we offer a range of great benefits to support you financially, professionally and personally. These include access to a wide range of flexible working options including the ability to purchase extra leave, retail discounts, onsite wellbeing centre including a gym (Sydney Office), Employee Assistance Program, competitive home loan rates, leading superannuation contribution, discounted financial advice and personal insurance.

Inclusion and diversity

AMP welcomes people with all kinds of life and work experiences. Our individual differences and collective strength make for great employee, customer and business outcomes.  What unique insights could you bring to the AMP team?

Salary & Remuneration

Competitive base + 12% super + employee benefits

Message to recruitment agencies and search firms

AMP does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any AMP employee, location or address. AMP is not responsible for any fees related to unsolicited resumes.

 

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time

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