This range is provided by Hays. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Temporary 6-month contract with potential for extension or permanencyFull-time on a rotating roster (Monday – Friday, 8 am to 7 pm)Location: Docklands and allowing you to work remotely 2–3 days per week once proficient.Your new companyAre you ready to elevate your career and become part of a leading financial institution? Embrace the opportunity to make your mark with one of the Big 4 Banks and propel your professional journey to new heights. With our Customer Settlements team rapidly expanding, assisting customers across Australia and New Zealand, this is your chance to join a dynamic business that values excellence and offers unparalleled career progression. Our commitment to attracting and retaining the best talent ensures you’ll be supported on your journey to unlocking a world of opportunities.Your new roleAs a Customer Settlement Officer, you'll play a pivotal role in assisting both existing and new customers with their settlement-related queries. We offer an exciting opportunity for you to embark on a genuine career path, filled with endless possibilities.Handle approximately 40 inbound calls daily from brokers, mobile lenders, branches, and solicitors with settlement-related inquiries, providing updates and turnaround times promptly and professionally.Stay well-informed about new products, policies, promotions, procedures, and best practices to deliver the highest quality service.Conduct thorough research to address customer requests, utilizing all available information sources, and identify and escalate issues requiring further attention and resolution.Demonstrate empathy and professionalism when handling high-stress calls, ensuring customer inquiries related to home loans and settlement processes are resolved quickly and effectively.Assist customers, mortgage brokers, and conveyancers with the applicant’s settlement, ensuring the process occurs smoothly and raising any concerns immediately.What you'll need to succeedPrior experience in phone-based or face-to-face customer service, demonstrating strong interpersonal and communication skills.A personable and proactive attitude, always striving to provide exceptional customer experiences.A passion for customer service, driving you to go above and beyond to meet customer needsProficiency in Microsoft Excel to effectively manage data and information.Resilience, as this role requires dealing with demanding situations while maintaining professionalism.What you’ll get in returnCareer development: We're committed to fostering your growth within the banking industry, providing support and development opportunities for networking, leadership roles, quality assurance, and risk management.3 weeks of training and a month of Model Office full-time in office.Hybrid working environment: We offer a flexible work model, allowing you to benefit from a blend of remote and in-office work.Competitive salary: Enjoy an attractive salary package that recognizes your contribution and dedication.Inclusive culture: We strongly emphasize gender and cultural diversity, accessibility, Aboriginal & Torres Strait Islanders, LGBTIQ+ inclusion, and employee well-being & engagement.Ready to seize this opportunity? Take the next step by forwarding your up-to-date CV to howard.richards@hays.com.au. To be considered further, we kindly ask you to complete the assessment linked below.Alternatively, feel free to share this exciting opportunity with your family and friends who may be interested. 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