Client Services Representative
The Business Unit
Wealth Management Client Operations Perth (WMCOP) supports a suite of specialised cash products within the CBA group known as BWA Managed Investments (BWAMI). It also provides deposit product support to stockbroker clients of BankWest.
The Client Services team ensures the smooth performance of the operations of WMCOP by providing national telephone and online support along with account and transaction management for BWAMI customers and financial advisers.
The primary functions of this team include providing excellent customer service experience to our clients through product administration and contact centre services.
Purpose
The Client Services Representative is required to give outstanding customer service primarily over the phone, by providing efficient and accurate information to callers, whilst also completing administrative tasks.
Work of the role
- Answering incoming calls (internal and external) from clients and advisers, transferring calls, face to face contact etc.
- Provide excellent customer service by being informative, courteous and professional to all clients.
- Present efficient and accurate responses to all inquiries received via phone, fax or written correspondence.
- Complete allocated account opening and account maintenance tasks.
- Complete allocated transactions accurately and within applied time-frames.
- Complete indexing of incoming mail correspondence and various administrative tasks
- E-mailing messages in a timely manner and pro-active follow-ups.
- Self-monitoring for performance development purposes.
- Ensure Client Services Division standards procedures are maintained at all times.
- Contribute to a successful, cohesive and progressive Client Services Team.
- Other ad-hoc tasks to assist Team Leader and other team members.
- Exceed key performance indicators.
- Maintain a detailed level of knowledge on operational aspects of BWA Managed Investment and Money Market Account products to ensure that accuracy and quality work performance levels are maintained.
- Flexible working hours 6am - 6pm
Experience and Qualifications
- Excellent people management skills with over 1 years experience of working within a team environment.
- Exceptional attention to detail.
- Previous customer service experience in a contact centre environment
- High standards for quality and accuracy of work completed.
- Ability to work effectively under pressure with time restraints/good time management skills.
- Strong customer focus with a passion for exceeding customer service expectations.
- Good problem solving skills with effective negotiation skills.
- Exceptional communicator with an ability to present complex scenarios to peers and third parties (e.g. adviser firms, management) to achieve desired outcome for the best interests of the unit.
- Tier 2 training qualification
- Have experience of working within a Corporate Super environment
Features Benefits
Client Services is a vibrant, customer-focused and high integrity culture. We will continue to invest in people development, talent management and making the place committed to diversity, safety and one where our employees are proud to work.
Here are some of the great employee benefits available to employees:
- On-going development to help you reach your career goals
- Fantastic employment benefits
- Outstanding team culture!
- Permanent opportunity
How to Apply:
Please apply to this position via the attached link.
Advertised:
9 Oct 2013 W. Australia Standard Time
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