Client Services Specialist

OverviewJob Overview & Purpose : The Client Services Specialist supports AU and NZ Country Banking, Rabobank Online Savings and Advisor Services / Key Account Services strategies and clients.

Provides exceptional customer service by ensuring the services provided are carried out in an accurate, timely and efficient manner.

Maintains high standards and contributes to a high level of client satisfaction in alignment with Rabobank Values and Behaviours.Context of JobReporting to the Team Leader, Client Services, the role is expected to service all external Rabobank Australia New Zealand clients and prospective clients, striving for excellent customer focus and adhering to agreed Service Level Agreements.

Client Services is part of the NZ and AU Operations departments.

The Operations departments make a significant contribution to supporting the overall Rabobank Australia & New Zealand Group Strategy, manage risk to within the overall Risk Appetite of Rabobank Australia New Zealand and demonstrate and champion leadership, open mindedness, commitment and flexibility to find better ways of working, through strategy, structure and approach.Key Responsibilities and AccountabilitiesHandle calls from all Rabobank Australia New Zealand current and prospective clients, providing them an exceptional level of customer service, giving information and support regarding products, services and processes, with an aim to deliver one call resolution.Handle all emails, secure messages and other written correspondence received by Client Services.Deliver professional and quality service to Rabobank Australia New Zealand clients and staff.Follow relevant Client Services procedures to fulfil requests received via customer contact channels for Rabobank Australia New Zealand clients and branch staff.Resolve problems by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems.Ensure all documentation and written correspondence is of a high standard.Manage fraud as the first-line of investigation, including managing the disputed transaction process with the client.Fulfil financial requests from clients and branch staff including telegraphic transactions, direct credits and debits and performing card maintenance.Manage complaints and incidents according to relevant policy and procedures, escalating as required.Ensure Treating Customers Fairly (TCF) principles are a foundation for all client interactions.Adhere to bank policy and procedures at all times.Complete outbound calls as required.Accurate use of the Active Operations Workware platform.Adhere to agreed rosters, schedules and punctuality to support the team to deliver KPIs.Be flexible and ready to assist other Rabobank teams or business groups with workload where / when required.Proactively participate in all business initiatives, including activities to enhance the customer experience.Meet agreed individual and team performance and behavioural targets.Demonstrated self-awareness to develop and enhance knowledge, skills and attributes.Identify and report any red flag behaviour.Identify and raise errors, potential Operational Risks and Compliance Risks and adhere to all risk control management frameworks for AU and NZ.Other duties as directed.QualificationsA tertiary qualification in a related field is desired but not essentialExperienceCustomer service experience essentialPrevious Call Centre experience desiredPrevious experience in the financial services industry desiredKnowledgeKnowledge of common financial sector products, in particular lending, deposits, debit cards and transactional bankingUnderstanding of relevant regulatory requirements in Australia and New ZealandUnderstanding of the Privacy Policy and relevant legislationUnderstanding of Financial Advice obligationsUnderstanding of Risk and Controls relevant to the team and departmentSkillsClear written and verbal communication skillsPositive customer focus and high level of quality customer serviceProfessional interaction with client and branch staff and other business stakeholdersTeam playerAble to prioritise tasks, multitask and meet deadlinesHigh level of accuracy and attention to detailStrong analytical and problem solving skillsContinuous Improvement focusedThis role closes Friday 17th October.

#J-

• Ljbffr