Main characteristics
- Company
- bcu a division of Police and Nurses Limited
- Employment type
- Full time
- Category
- Call Centre & Customer Service
Job summary
If communicating with people over the phone comes naturally to you, we would love to hear form you!As a Member Relations Officer based in the Contact Centre in Coffs Harbour, you will be the first point of contact for bcu members and in-bound callers accessing the bcu phone line. You will use your friendly customer service skills paired with your knowledge of bcu products, services and procedures to assists members with their enquiries and provide an exceptional customer experience.
A little about us
Were bcu. Were proudly based in NSW and QLD, and are part of the one of the largest customer-owned banking Groups in Australia. Driven by our long held belief in the value of mutuality, we strive to achieve success on behalf of our customers, our communities and each other with passion, energy and commitment.
bcu began in the banana growing area of New South Wales fifty years ago and has grown in size with a footprint that now delivers contemporary banking services from the Sunshine coast in Queensland to Port Macquarie in NSW.
With regional offices in Coffs Harbour and Brisbane, we provide a genuine banking alternative to those who seek competitive and convenient retail and business banking services, convenient digital and mobile banking, outstanding customer experiences and a community spirit that lives in the regions where we operate. In fact, our very purpose is to enrich the lives of our customers and their communities.
bcu customers interact with our dedicated teams through our 22 branches, our local Contact Centre, modern digital banking channels and bcus mobile retail and business banking lenders who are active in the communities in which they work.
We stand for empowering our people and customers and value innovation, agility and the ability to develop strong relationships. Our workplace is collaborative and engaging where our people can learn, develop and thrive.
Weve recently embarked on an exciting and significant digital transformation to build a bank of the future for our current and future customers. And, were on the lookout for more talented people to join our team.
With significant employee benefits such as paid parental leave, purchase leave, employee education scheme and leadership and professional development, this role might be for you..
Some of your key responsibilities will includeAnswering and returning member phone callsCommunicating effectively and providing members with recommendations in regards to bcu products and servicesCommunicating via WebChat with members to answer queriesAccurately processing customer transactionsStrict adherence to bcus policies and proceduresProviding clear direction and instruction to members with regards to their queriesIdentify opportunities to cross sell and refer businessAbility to build rapport and proactively resolve queriesMeet and exceed Contact Centre service targetsMaintaining up to date knowledge of bcu news, events and information and be confident in your delivery to members
To be successful for this role you will needStrong time management and organisational skills;The ability to adapt your communication style depending on the situation;Strong problem solving and troubleshooting skills;Experience in maintaining strict confidentiality at all times;Strong verbal communication skills with the ability to calmly articulate processes clearly and methodicallyFlexibility in working hours Between the hours of 8am and 6pmASIC Tier 2 (RG146) qualificationPrevious Call Centre experience will be highly regarded
How to apply
To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.
If you meet the above criteria, please provide a covering letter outlining your skills and experience along with a current resume, by Friday 13th May 2022.
The successful candidate will be required to submit to and pass an assessment deeming them fit to work within the finance industry. (Please read our Privacy Notification located on the bcu website www.bcu.com.au)
(Note candidate screening and interviews may be conducted prior to the closing date of the job advert
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