Key Role Summary
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* Job Title: Business Support Specialist
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About the Role
* This is an exciting opportunity to join our team as a Business Support Specialist.
Responsibilities and Key Duties
* You will be responsible for providing exceptional customer service to our valued business customers.
* Manage inbound phone, referrals & NUW enquiries from our business customers & colleagues
* Authenticate customers, checking EFLOAs to protect our customers' account security, and create a seamless interaction experience if enquiries are referred onto another team
* Promote digital channels where available & proactively coach customers to uplift digital adoption
* Manage ambiguity & difficult conversations, and still deliver to our values to serve our customers well.
* Provide solutions and understanding the goals and motivations of our business customers
* Meet personal sales and referral/conversion targets with conversion to draw down, and aid retention to give value to the customers & protect and grow market share
* Process, manage and support customers and bankers with applications utilising NAB programs to risk and correct process.
* Meet NPS targets & Customer Experience call compliance and quality scores, and hold exceptional customer advocacy
Requirements
* Demonstrate knowledge of business key issues and financial acumen, and to be able to articulate customer-centric solutions
* Be motivated, self-driven and passionate about customers
* Exceptional written & verbal communication, to authentically build trust and rapport
* Exceptional conversation skills, questioning and active listening techniques to engage in curious but natural and effective discovery conversations
* Experience in working to KPI or performance-based results
* Foundation in financial acumen and the ability to communicate in simple language with customers
* Desire to explore and establish a career in banking
* Experience in a phone-based role is desirable but not mandatory
About You
* We're looking for individuals who are customer-obsessed and passionate about delivering exceptional experiences
About Our Team
* We're committed to creating a diverse and inclusive workplace that values and respects all employees
How to Apply
* Please submit your application through our website