Position Summary:

As the Relationship Banker – Customer Service, you will be responsible for overseeing customer service operations across our branch locations and e-banking systems. Your focus will be resolving customer issues and fulfilling service requests through various channels such as walk-ins, emails, social media, the bank website, and internal sources. Additionally, you will play a key role in developing, implementing, and training our staff on the Optus Bank Customer Service Plan. Your emphasis on highlighting positive customer experiences will be crucial in delivering exceptional service and fostering customer satisfaction.

Customer Service Duties:

• Provide daily support to customers across all levels of customer service experience. Your role involves delivering professional assistance and resolving customer inquiries and issues promptly and effectively.
• Resolve customer complaints and concerns in a timely manner.
• Collaborate with all departments to ensure timely and accurate resolution of customer issues.
• Implement and provide training on customer service policies and procedures to customer service teams and departments.
• Promote and cultivate a customer-centric culture aligned with our Core Values Emphasize and showcase positive customer experiences.
• Open Accounts and perform maintenance as needed. Responsible for wires.
• Provide intake for consumer and small business loans. Research and document customer issues.
• Extend a warm welcome to customers upon their arrival at the banking center. Assist with answering all phone calls, in-person requests, and email inquiries.
• Daily monitoring and tracking of service requests and complaints.
• Establish and maintain a record of bank complaints for auditing purposes.

1-3 years working experience in a customer service role.

Knowledge of Microsoft Office

Minimum typing speed of 35 WPM with excellent spelling and grammar

Experience with Zoho is a plus