Service & Enablement Specialist

ANZ

Vacancy closed!

Unfortunately this vacancy is no longer open. Please contact a member of staff if you require assistance.

Location
Melbourne
Reference #
AUS136821
Closing Date
03-10-2021
Sector(s)

Banking & Financial Services

Vacancy Type
Permanent
Work type
Full-Time
  • Build your career your way
  • Commitment to transform digitally as leader in banking industry
  • Work with a team that values collaboration and innovation

 

About The Role

Role Location: 5B, 833 Collins Street, Docklands, Melbourne, VIC, 3008, Australia

Role Type: Permanent, Full Time 

   

As a Service & Enablement Specialist you will be responsible for providing exceptional service, (includes fulfilment, technical, & billing support) to our Institutional & Government customers with a specific focus on Transaction Banking Products.

 

  • Responding to/taking ownership of customer/internal stakeholder enquiries including technical issues within SLAs and in an efficient and customer centric manner (including receiving calls, email, DSS and any other channel used by the customer)
  • Supporting customers with preparation of fulfilment documents/forms (account opening & amendment forms etc)
  • Being the first point of contact to resolve customer concerns and issues to create a positive experience
  • Escalating enquiries to support/technology teams where required
  • Building and maintaining good collaborative working relationships with internal stakeholders (Account Managers, Service Managers, Product Partners etc)
  • Educating customers on self-service opportunities  
  • Identifying and calling out continuous improvement opportunities aimed at improving customer & banker experience
  • Ensuring accurate completion, validation and processing of all payment/transaction files
  • Managing complex enquiries and escalations from line manager, team members and internal stakeholders across the Institutional business (account/relationship managers, product owners, technology partners etc) in a timely and customer centric manner.
  • Actively contribute and participate in initiatives and process enhancements aimed at preventing/reducing incidents & losses and improving efficiency
  • Assist in the root cause analysis of incidents and champion solutions to add benefit to the customer and the bank

 

About You

To be successful in this role, you will ideally bring the following: 

 

  • Experience in a customer facing/service role
  • Strong communication skills (written & verbal)
  • Sound stakeholder management skills
  • Ability to use initiative, work autonomously and manage time & priorities
  • Ability to analyse and investigate problems and develop a solution
  • Experience in developing, building and maintaining effective customer and stakeholder relationships
  • Basic skills in MS Excel

 

The ‘good to have’ knowledge, skill and experience (KSE) the role requires are:

  • Knowledge/understanding of Transaction Banking products and Institutional systems
  • Demonstrated ability to identify and implement process improvement opportunities
  • Strong analytical skills
  • Intermediate skills in MS Excel (Formulas, Pivot Tables etc)

 

 

About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

 

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

 

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

 

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

 

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code (AUS136821).

 

 

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