Contact Centre Specialist - Albury

Are you someone who loves helping people and has a passion for providing exceptional customer service? At Hume Bank, we love doing this too! 

Why join us?

• Make a real difference in people’s lives through ongoing financial education and support, as part of a fun, inspiring team
• Master transferable skills within the financial services industry
• Excellent opportunities for career progression and ongoing development 
• Competitive salary with an increase at three and twelve months, after successful completion of your training requirements
• Full-time 12-month, maximum term contract, with potential to become a permanent appointment
   

About the role

Our Contact Centre Specialists (CCS) help current and potential customers every single day. CCS’s are problem solvers, product and service specialists, educators, goal setters, motivators, and relationship builders. 

Working within our Contact Centre, the Contact Centre Specialist is the voice of Hume to our customers, supporting them through a diverse range of education and solutions, from common to complex.

Operating in a fast-paced environment, our Contact Centre Specialists manage competing priorities, maintain accurate records of customer interactions and transactions whilst providing a great experience for our customers. 

The role requires close collaboration with colleagues and an ability to identify opportunities for process improvements to enhance the customer experience and efficiency of the Contact Centre Team. Opportunities for upskilling and accelerated career progression are available for applicants with relevant skills and experience. 

This is a full time 12-month, maximum term contract position with potential to become a permanent appointment. The role is based at our Head Office location in Olive Street Albury, however once fully trained, you will have the opportunity to work across our branch locations within the local region.

What you can expect

• Work with our customers and the wider Hume Bank team to deliver great experiences and outcomes. 
• Utilise thorough product knowledge to match customer requirements with the features and benefits of our products and services
• Promote customer loyalty and retention through proactive customer support
• Achieve team and individual KPIs 
• Actively contribute to a positive and vibrant team culture, one that values continuous learning and development. 

In addition to the above, we also offer a competitive rate of $26.31 per hour. After 3 months in the role of Contact Centre Specialist and the successful completion of a Tier 2 qualification (arranged and funded by Hume Bank), your hourly rate will increase to $28.83 per hour.

About you

• Genuine desire to help people and deliver great experiences for customers.
• Have demonstrated experience delivering exceptional customer service.
• Proficiency in using customer relationship management (CRM) software or other customer service tools.
• Confident verbal communicator with excellent communication skills.
• Proactive learner, motivated to seek information and answers as required.
• Be enthusiastic and motivated to start your career journey with a local, purpose driven organisation, committed to the communities of which we are a part.

About Us 

At Hume Bank we’ve always believed the future is bright. In 1955 we started as a cooperative investment and building society to help people in our community achieve their dream of owning a home. Since then, we’ve grown to be one of Australia’s most successful regional banks, receiving awards from Canstar, RateCity, Mozo and finder, and we still remain 100% customer owned.

Banking Brighter is about more than just banking. It’s about returning our profits back into the community and into the hands of our customers, and leading the way with innovation, technology and changing the future of our industry.

How to apply

If you have a true passion for exceptional customer service and are able to align products and services to meet our customers financial goals, click apply, to submit your application (resume and cover letter) or email your application to *******@humebank.com.au. 

If you're excited about this role but your experience doesn't align perfectly, we encourage you to apply anyway, just make sure to include a cover letter to let us know why you’d be a great fit for the team.

Applications close: Monday 29 May 2024

Screening and interviews may commence prior to closing date.

Hume Bank is an equal opportunity employer and welcome and encourage people from all backgrounds to apply. We are committed to building a culture that is inclusive, providing an ethical and diverse workplace where everyone is respected. 

If you require any reasonable adjustments to the recruitment process or the role, please let us know by contacting *******@humebank.com.au

Our process

• Once the role is closed, we review all applications against the requirements, creating a shortlist for further review.
• If your application is successful, you may receive an initial screening call to further assess your suitability, before being invited to an interview.
• We conduct two rounds of interviews, with the first interview being held with the supervisor and a member of our People Team. You may be invited back to a shorter second round interview with the head of the department.
• The final stage is to compete some quick compliance checks, before (hopefully) receiving an offer.

We are committed to providing all applicants an outcome for their application.