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Customer Retention Consultant

About ME

ME is different from the pack. We have a solid history but as importantly, a very exciting future. Our journey is just beginning and we have a lot of work still to do. We want to build a brand, a bank and a company that we can be proud of. To do this, we need the very best people to help us get there.

We inspire people power. We want you to challenge the status quo and share extraordinary ideas. Our size means there are fewer corners to hide, so everyone is actively engaged to participate.

 

About you

You love helping people, have great listening and problem-solving skills and are a top-notch negotiator. You’re passionate about providing awesome customer service, always taking a proactive approach to your work and your decision-making skills are always on point. Naturally, you love a challenge and enjoy working in a fast-paced environment with a great bunch of people who really enjoy a laugh. With your extensive skills in both sales and retention, you’re ready to take the next step and join the super fun team @ ME.

 

About the role

Due to our huge growth phase, we are looking to increase the size of our Customer Retention Team.

Our Customer Retention Consultants are responsible for achieving growth targets by converting refinance requests to customers retained and increasing deposit business sales via proactive outbound sales and retention call activity.

Our Customer Retention Team has a mission, to strengthen and retain customer relationships through meaningful and transparent conversations while balancing the interests of the customer with the interests of the bank.

 

A bit more about the role

  • Fully optimise enquiry opportunities generated through the First Contact teams
  • Provide a high level of customer services skills when interacting with our internal and external customers
  • Maintain agreed productivity benchmarks to support the team to obtain optimal turnaround times
  • Assist other Business units at busy times as directed by the Leadership Team.
  • Ongoing understanding as to the application of the ME Bank Retail Credit Policy
  • Ongoing dedication to embracing new techniques and business initiatives
  • Cross-selling ME Bank products with a needs-based approach to meet or exceed annual targets
  • Sell ME products using a needs-based approach, gaining commitment for referral to the sales team for an application

 

How I'll get things done

  • Delivers work which has a positive impact on the outcomes of the team, business unit and ME
  • Respects and values the diverse experiences and insights of others to promote an inclusive environment
  • Overcomes differences with professionalism and collaborates with colleagues to ensure productivity
  • Quickly solves business and customer problems using past experience, and available data
  • Communicates with openness and transparency to ensure clarity and efficiency
  • Utilises data and analyses effectively to provide valuable insights
  • Follows through and meets personal commitments to others on time

 

Experience/Qualifications

  • Previous experience in a sales, retention or customer focused environment especially within Financial Services (retention or contact centre)
  • Passion for sales and retention, combined with the desire to deliver superior customer service.
  • Outstanding customer service skills with a consultative sales and retention approach
  • Knowledge of call centre telephony and technology
  • Strong computer literacy and the ability to learn new systems quickly

Required Skills:

  • Self-management - understand and seek to develop oneself, cope with change and remain energetic
  • Decision making - think, analyse and apply judgement to situations requiring a decision
  • Communication - listen, clearly and simply state your point of view and / or knowledge
  • Administration - plan and manage work
  • Customer focus - understand what the customer really wants
  • Quality orientation - commit to a mutually agreed minimum standard of work

 

About the Perks

What better way to be rewarded than with a competitive salary package & incentive program, access to savings on a range of goods and services, employee superannuation co-contribution and commitment to support your career development. Did we also mention how much fun it is to work with at ME? And yes it is true; you do get your very own pair of ME branded converse shoes.

 

I'm in! What's next?

If this sounds like the perfect job for you, why wait? Apply now by submitting your cover letter and resume today.

Should an applicant be the preferred candidate, background checks (including police checks, reference checks, ASIC banned and disqualified persons and bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates; however, will be assessed against the inherent requirements of the job.

 

JOB SUMMARY
Date Posted
16/5/2018
Category
HR & Recruitment
Location
Melbourne, VIC
Job Type
Full Time, Permanent
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