Upside Guide

About Ferocia

Ferocia is a technology company that is proudly part of the Bendigo and Adelaide Bank Group (acquired in 2021). We hit that sweet spot of having a small company rhythm, with a large company reach and resources. We are proud that the Bendigo and Adelaide Bank Group is carbon neutral, community minded, and committed to high standards of corporate governance. Operating under that umbrella allows Ferocia to better pursue its mission: financial empowerment through technology.

Banking is an essential service, for the advantaged, disadvantaged, and everyone in between. We believe that through innovation and empathy, we can help the people who most need it have a better relationship with their money.

We have a generous parental leave policy and are extremely friendly to flexible working arrangements. All Ferocians must be vaccinated against COVID-19. We are currently only hiring in Melbourne or adjacent areas as we still value physically getting together.

We take diversity and inclusivity seriously, so no matter who you are, who you love, or what you stand for, we just need you to be yourself.

About Up

We launched Up in 2018 and it has gone from strength to strength ever since. We now have more than half a million Upsiders who trust us to help them build a better relationship with their money. If you don't already know Up inside-out, learn more here

About this role
Melbourne based only

We’re looking for experienced and passionate customer support professionals to join our Melbourne based team as we continue on our journey to guide nearly 800,000 Upsiders on the path towards feeling good about money.

We provide Support from 6am - Midnight, 7 days a week through our super powered 'Talk to Us' in-app chat, guided by our Support values every step of the way.

Your day to day involves injecting these values into each and every interaction and being the magic behind ‘Talk to Us’. There’ll be times you chat with Upsiders over the phone, but the majority of interactions are via written communication, so a strong writing ability is a must.

You’ll learn to navigate, live and breath our in-house built customer support software, which powers every interaction. Alongside this, you’ll also be taught to use some more traditional systems for handling some of the more serious banking stuff.

You’ll work shoulder-to-shoulder with a talented team of Ferocians who are constantly striving to improve our systems and the overall support experience. You are completely empowered to provide feedback and work alongside our wider team to improve our in-house systems, ultimately leading to an constantly improving and ever-evolving experience for Upsiders.

Though not everyone works shift work, it’s something you’ll need to be comfortable with. It’s not just about shift work though — our team regularly gets together for professional development with our end goal becoming the most loved customer support team in Australia.

This full-time ‘Upside Guide’ role consists of 5 shifts per week (Between Monday-Sunday).

You'll work closely with our Customer Experience (CX) and Engineering teams to keep up to date on new features and learn to identify and manage customer complaints. You'll collaborate with your peers to deal with different tasks to keep the experience smooth, including: "What is this charge on my card?", "Here is my ID, can I please have an account?", "Why can't I send my money to this place?" or "I need to buy a house, how do I go about that?" (not exhaustive!)

The right people for this role will be excited to join a company with a strong culture of quality, continuous improvement, innovation, accountability, and good vibes! You’ll pride yourself on attention to detail and a passion for helping and teaching others.

Experience, Knowledge & Skills:

• Customer service experience.
• Banking experience with a knowledge of banking systems (preferred but not a deal breaker)
• Phone Support.
• Process improvement.
• Tech Savvy 👩‍💻
• Be Up for change 😎

How to apply

Sound exciting? To kick start the process, we want to hear from you 🤓

In 300-500 words, tell us (from an outsider's perspective) what the 4 Up Support values mean to you:

• Be Quick
• Be a Mate
• Be an Expert
• Be Up

What are your initial impressions of these values and how would you represent these values working for Up Support?

Send you submission through to *******@up.com.au (attention Megan).

Please include:

• Resume
• A brief spiel of you passions
• The role you're applying for

We’ll take it from there 😎

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