New Zealand Job Openings

Rabobank

Call Centre Consultant

Wellington

FULL TIME

October 18, 2024

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 of everything we do.
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
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 Workwear 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 Sunday 27 October 2024

Rabobank believe embracing inclusion, equity and belonging 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.
At Rabobank New Zealand, we are committed to our values; we are client-driven, we take responsibility, we are professional and cooperative.
We have an open culture, where you can be yourself and be 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. Together, we can grow a better world.

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