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 Responsibilites 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
• Handle all emails, secure messages and other written correspondence received by the Call Centre
• 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 change own actions, course or approach in a changing situation
• (F) Judgement and Decision Making: Considers the relative risks and benefits of potential actions to make the most appropriate decision
• (F) Emotional Intelligence: Is aware of own and others' behaviours and attitudes and understands why people react as they do
• (F) Negotiating: Brings different perspectives together and tries to reconcile differences
• (F) Collaborating: Takes responsibility for both personal and team goals, while actively seeking and valuing the ideas, pinions and contributions of others
• (F) Creativity: Comes up with new ideas, brings in new perspectives and experiments with other approaches to work related challenges, contributing to our mission
• (F) Networking: Builds local and global relationships (both in and outside Rabobank) that are honest, sincere, and of value to both parties to gain more knowledge, support and cooperation.

This role closes Friday 21 June 2024, but we will be reviewing and interviewing candidates ASAP so apply today!

Rabobank New Zealand fully embraces inclusion equity and belonging and delivers positive experiences for our people and clients. Our great working conditions, broad learning and development programmes and the opportunity to work together for the greater good are reasons why our employees love working here.

We are committed to our values; we are client focussed, action oriented, purposeful, and courageous in our work.

We are professional and considerate and bring out the best in each other and are committed to keep learning. We have an open culture, where you can be yourself and valued for who you are.

All qualified applicants will receive consideration for employment without regard to ethnicity, sex/sex characteristics, gender (Inclusive of all genders), gender expression, sexual orientation, religion, disability, age, or other diversity characteristics not mentioned. We are proud to be an equal opportunity employer.

ApplyingIn 5 steps

We'd like to get to know you.

Step 1Applying

Thanks for applying! We consider all the CVs and covering letters that we receive. After the closing date, you will hear from us as soon as possible.

Step 2First interview

Usually you’ll be meeting with your (potential) team leader and an immediate (future) colleague. We are keen to get a sense of whether you are a good fit for the position and our team. And you probably have a lot of questions too.

Step 3Second interview

We want to speak to you a second time. In this online meeting, we will delve deeper into the details of what the job entails. Another colleague will often join the interview too.

Step 4Offer

If you are a good match for us and we’re a good match for you, then you’ll receive a good offer by email. Some positions require you to undergo further assessment first.

Step 5Screening

We assess whether you are trustworthy enough to work for Rabobank in a screening process.

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