About the Role
Our dynamic Contact Centre is looking for a Sales and Service Consultant to join the team in providing service excellence to customers over the phone and via our online channels. This is an ideal role for people who enjoy working in a fast paced digital and customer interactive environment, who genuinely love to help people achieve their goals and are confident in being the first point of contact to assist customers with their everyday banking and insurance needs.
Key Responsibilities
* Take inbound enquiries over the phone and through IMB's online channels (e.g., webchat, in-app messaging and social media) and handle and resolve customer requests and complaints effectively
* Identify and convert new product and service opportunities that meet customers' needs
* Using existing call queues and referral sources, make outbound calls to existing customers in relation to insurance products
* Enhance relationships with our customers through informative and helpful conversations that resolve their enquiries
* Champion the IMB suite of self‐service facilities and digital assets
* Work within procedural, policy and industry guidelines and regulations
* Contribute to project work as needed
* Collaborate with various people and teams across IMB and support each other to achieve KPIs, goals and objectives
Requirements
* Experience across general insurance products is advantageous but not essential
* Experience in sales and service, preferably in retail, banking or hospitality industries
* Effective and confident communication skills to liaise and assist customers with their financial needs and a passion for helping them achieve positive outcomes
* Data entry skills and a keen eye for detail to ensure transactions and information is managed and recorded accurately into systems
* Valuable organisational skills and initiative to manage multiple tasks and competing priorities in a calm and structured manner
* Empathy and patience when dealing with customers through any issues that arise and seeing through to resolution
* Demonstrated tenacity to stay on course and achieve results
* Proficient in the use of computers and apps, with an aptitude in working with technology and digital platforms (e.g., Internet banking, mobile apps and digital cards)
Benefits
* Great training and onboarding
* Genuine career pathways and opportunity to accelerate your skills and experience
* A supportive culture that actively promotes diversity and inclusion and the wellbeing of employees, including designated wellbeing days
* Friendly and professional team environment
* Product concessions
* Purchase leave options
* Paid parental leave
Working Hours and Location
The Contact Centre is located in IMB's Head Office in Wollongong. Hours of operation are Monday to Friday 8:00am – 8:00pm and Saturday 9:00am – 4:00pm. Employees work on a rostered basis to cover this span of hours, and the successful applicant will be required to work within these hours as well.
#J-18808-Ljbffr