About Company
Imagine a place where your passion for helping others truly makes a difference. Career.zycto isn’t just a company; it’s a dynamic environment where a banking customer support consultant can thrive. We champion a culture of continuous learning and growth, empowering our team to deliver exceptional service and build meaningful connections. If you’re driven by problem-solving and committed to client satisfaction, you’ll find an unparalleled opportunity to develop your career within our supportive, forward-thinking organisation. Join us and shape the future of banking support.
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Job Description
Career.zycto is seeking a dedicated and empathetic Banking Customer Support Consultant to join our vibrant team in Belmont, Geelong. In this essential full-time role, you will be the frontline champion for our clients, providing outstanding service and expert guidance on a diverse range of banking products and services. You’ll handle inquiries with professionalism and efficiency, resolve complex issues, and proactively identify opportunities to enhance the customer experience. This position is perfect for an individual who is passionate about customer advocacy, possesses a keen eye for detail, and thrives in a fast-paced, collaborative setting. We are looking for someone who can not only solve problems but also build lasting trust and rapport with our customers, ensuring every interaction leaves them feeling valued and understood. You’ll be instrumental in upholding our reputation for service excellence, contributing directly to our mission of putting customers first. This role offers an incredible opportunity to grow your career in the financial services sector while making a tangible impact on people’s financial well-being, fostering long-term relationships and delivering solutions that truly matter.
Key Responsibilities
- Provide exceptional customer service and support across various banking channels (phone, email, chat), ensuring a positive and seamless client journey.
- Assist clients with inquiries related to accounts, transactions, loans, digital banking, credit cards, and other financial products, offering clear and concise explanations.
- Investigate and resolve customer complaints and complex issues efficiently and effectively, escalating when necessary while owning the resolution process.
- Educate customers on self-service options, digital banking tools, and new product features to empower their financial management.
- Maintain accurate and detailed records of all customer interactions and transactions in our CRM system, ensuring data integrity and follow-up.
- Adhere strictly to all banking compliance regulations, company policies, and security protocols to protect customer information and company assets.
- Proactively identify customer needs and suggest appropriate banking solutions that align with their financial goals and circumstances.
- Collaborate seamlessly with internal teams, including sales, operations, and technical support, to ensure holistic service delivery and swift problem resolution.
- Continuously enhance product knowledge, stay updated on industry trends, and participate in ongoing training to improve service quality and personal development.
Required Skills
- Minimum 1-2 years of experience in a customer service role, preferably within banking, financial services, or a call centre environment.
- Excellent verbal and written communication skills with a strong customer-centric approach and a clear, professional telephone manner.
- Demonstrated ability to empathise with customers, actively listen, and de-escalate challenging situations with composure and tact.
- Proficiency in using CRM systems, Microsoft Office Suite, and other customer service software.
- Strong problem-solving abilities, critical thinking, and meticulous attention to detail.
- Ability to work effectively both in a fast-paced team environment and independently with minimal supervision.
- Sound understanding of basic banking products, services, and common financial processes.
- High level of integrity, ethical conduct, and strict adherence to confidentiality protocols.
Preferred Qualifications
- Previous experience with a major Australian bank or recognised financial institution.
- Tertiary qualification in Business, Finance, Commerce, or a related field.
- Experience handling complex financial product inquiries (e.g., mortgages, investments, superannuation).
- Familiarity with Australian financial regulatory compliance frameworks (e.g., ASIC guidelines, APRA prudential standards).
- Bilingual or multilingual skills are considered a significant asset.
Perks & Benefits
- Competitive salary package with attractive performance incentives and annual reviews.
- Comprehensive health and wellness programs, including discounted gym memberships and mental health support.
- Extensive opportunities for professional development, ongoing training, and clear career advancement pathways within the organisation.
- A supportive, inclusive, and collaborative team culture that values diversity and teamwork.
- Employee assistance program (EAP) for personal and professional support and counselling.
- Modern, ergonomic office environment located conveniently in Belmont, Geelong, with excellent amenities.
- Generous paid parental leave policies and flexible working arrangements to support work-life balance.
- Exclusive staff discounts on various financial products and services offered by our partners.
How to Apply
To embark on a rewarding career as a Banking Customer Support Consultant with Career.zycto, please click the application link below. Ensure your resume highlights your customer service experience, relevant banking knowledge, and problem-solving capabilities. We look forward to reviewing your application and potentially welcoming you to our team!
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