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Team Member, Payments Services...

Team Member, Payments Services and Operations - PAR01199
Did you know that we've been around longer than any other bank in Australia?
When we started up as Australia's first company in 1817 our goals were to deliver exceptional service and drive economic progress. And while we've grown up as a company and our family has gotten bigger, our goals haven't changed.
Today we have a clear vision to be one of the world's great service companies, helping our customers, communities and people to prosper and grow.
We believe that the service we provide defines us and exceptional service unifies us no matter which brand, division or role we're in.
Your Role :
The role of Team Member, Payments Services and Operations (PSO) exists to assist our internal and external customers across a number of customer segments supporting International payments and investigations.
The team members need to be skilled in both product knowledge and SWIFT formatting, as well as have the ability to use the various systems which support Payment processing, investigations and customer service across the Westpac group.
This role will also include the investigation of Day 2 outstanding items across the PSO business which includes being the central source of information for all International payments that have been sent or received which require investigation for multiple reasons.
There is also servicing component within this role which consists of inbound and outbound calls for both internal and external customers as well as managing customer complaints in line with the Westpac group standards.
This position reports to the Team Manager, PSO and has no direct reports.
We have different opportunities available within this team, 6 and 12 month max term contracts and a permanent opportunities. Your application will be considered for all positions.
Key Accountabilities
  • Achievement of agreed business service levels and standards
  • Adherance to legislative and compliance standard and operational risk practices. This includes ensuring all mandatory compliance training is completed on time.
  • Working towards the Westpac strategy ensuring the customer is put at the centre of everything, identifying ways to simplify our products and processes, growing our business ensuring that we remain strong and working together as one team.
  • Provide relevant payment information to support the investigation and decisioning of the costs/benefits of options related to outstanding payments issues and compensation
  • Take ownership of customer query, seeing it through end to end.
  • Interact with internal stakeholders such as Product Managers, Credit, AML, Financial Markets, GTS, IO NZ, Relationship Managers and Customer Managers as well as external customers and other Financial Institutions.
  • Identification of opportunities for system and process enhancements for Mr Easy
  • Maintain current knowledge of changing processes introduced by internal or external clients
  • Navigate a range of automated workflow systems and software applications such as, GPP, BankTrade, SWIFT, Merva, SAA, TLM, Bandicoot and Bilby
  • Manage the resolution of customer complaints in line with the Westpac Group standards.
  • Support agreed PSO resourcing requirements
You :
  • International and domestic payments knowledge required
  • Industry knowledge required
  • Proven experience in delivering high standards of customer service within agreed service levels within a high volume, productivity-driven environment.
  • Superior skills in handling customer complaints
  • Strong team work ethic
  • Strong knowledge of and experience in applying legislative and compliance standards and knowledge of operational risks and applicable to the business.
  • Experience in adapting to workplace change
  • Experience in International Payment, Investigation and Customer Service software applications and systems.
Westpac Group is an equal opportunity employer. We invite candidates of all ages, people with a disability and Indigenous Australians to apply. 
Brand : Westpac Group
Job : Team Member
Primary Location : NSW-Parramatta
Employee Status : Permanent
Schedule : Full-time
Recruiter : Antonia Brown
Posting Date : 16/10/2017, 7:12:22 PM
Closing Date : 24/10/2017, 7:59:00 AM
JOB SUMMARY
Date Posted
26/9/2017
Category
Accounting
Location
Parramatta, NSW
Job Type
Full Time, Permanent
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