Customer Service Specialist

Customer Service Specialists are the face of Great Southern Bank. You’re the first point of contact for our customers in branch, helping them by understanding their needs and providing information about our range of simple, straightforward, and clever products and services. In this role you’ll be challenging yourself every day to deliver impact by putting our customers at the heart of everything you do. You’ll be accountable for sales results, delivering better value banking to help our customers achieve their financial goals. Your reporting lines You’ll report to a Branch Manager or a Local Area Manager, depending on where you’re located. They’re a part of a wider network of branch leaders who report into the State Manager. (We have three “States” – QLD, NSW/ACT, and VIC/WA.) Your responsibilities You’ll meet and greet our customers when they come into the branch, and quickly ascertain the reason for their visit. You’ll initiate conversations about customers’ lives and goals, genuinely listening to them, and identifying opportunities to meet their needs and expand their product portfolio. You take accountability to deliver results and contribute to your branch achieving all targets and service level agreements. You proactively seek feedback and opportunities to learn and grow, and you know the importance of your contribution to helping all Australians own their own home. You help customers to understand modern ways of banking and are confident in educating them about Digital banking channels. Your experience Minimum of 2 years’ in a customer service role Sales experience is highly regarded Experience in the Financial Services sector is desirable Your qualifications Year 12 or equivalent Your attributes Communication and building a connection – You’ll be community minded and aware of the local environment, you’ll need to communicate clearly and build rapport with new people in a genuine and inclusive way both in person, and through email and phone calls. Problem solving and persuasion – You’ll need to understand customer needs, identify and position the right solution, and encourage the customer to consider and select the best option for them. Initiative and drive for results – You’ll need to have the drive and desire to exceed goals and improve performance, challenging yourself to meet and exceed your targets and those of your team. Calm and clear – Sometimes you’ll be under time pressure to resolve issues or identify opportunities quickly.You will need to be able to keep calm and think rationally to get the best results. Team player – You enjoy working with others and building relationships proactively across the bank, including with those outside of your home branch.You are authentic, empathetic, and you embrace diversity. Quick learner – When you come on board you will receive some of the most comprehensive training in the industry including the FSRA Tier 2 certificate, so ability to take on information quickly will help you to understand our products and build the skills required to succeed. Action oriented – Your success in this role is based on your ability to proactively identify and act on opportunities to expand business through cross-selling and referring business.We have systems to help but you’ll need to be able to spot the opportunity and take it. Positive energy – You’ll need to be tenacious and able to bounce back quickly from rejection or negative feedback to engage and delight the next customer.