Job Title: Member Care Specialist
Role Overview
Goulburn Murray Credit Union is a member-owned financial institution with its main office in Shepparton. We reinvest back into the products, services, and communities where our members live and work.
About the Job
As a Member Care Specialist, you will be the friendly voice our members hear when they contact us. You will assist members manage their day-to-day banking across a range of products and empathetically provide extra care to members facing challenges meeting financial commitments.
Flexibility in work hours may be required, and the hours of operation may be extended as needed to support the delivery of member services.
You will work across a diverse breadth of enquiries, including:
* Manage large amounts of inbound and outbound calls in a timely manner
* Follow communication guidelines and identification requirements
* Identify members' needs, clarify information, explore every issue and provide solutions and/or alternatives ensuring a positive member experience
* Provide exceptional services and support to members by being informative, courteous and professional at all times
Key Responsibilities
• Manage large volumes of customer interactions through various channels
• Identify customer needs and preferences to deliver tailored solutions
• Collaborate with internal teams to resolve complex issues and improve overall service quality
• Develop and maintain relationships with customers to drive loyalty and retention
• Continuously assess and improve service standards to meet evolving customer needs
• Work collaboratively with colleagues to achieve business objectives and exceed customer expectations
• Participate in training programs to enhance skills and knowledge
Requirements
To succeed in this role, you will need:
* Tier 2 certification or ability to complete within three months
* Demonstrated sales or customer service skills and experience
* Enthusiasm and drive to exceed customer expectations
* High level interpersonal and communication (written and verbal) skills
* Ability to maintain privacy and confidentiality
* Keen eye for detail
* Medium level computer skills and ability to use a variety of systems
* Flexible approach to hours of duty
* Ability to participate as an active and positive member of your team at work
What We Offer
Our organization values and rewards our employees with:
* A dynamic and supportive work environment
* Opportunities for career growth and development
* Competitive remuneration package
* Comprehensive benefits program
* Recognition and reward for outstanding performance
Benefits
Our organization offers a comprehensive benefits program that includes:
* Life insurance
* Accident insurance
* Health insurance
* Disability insurance
Work Environment
Our organization has a dynamic and supportive work environment that encourages collaboration, innovation, and continuous learning.