Customer Experience Officer (Front desk)

• Six-month contract with potential for conversion to a full-time position.
• 38 hours per week
• Onsite at SBI Melbourne Office (Suite 1, Level 15, 350 Collins Street, Melbourne).
• $58,000-$ 60,000 + overtime and allowances + superannuation.

About SBIA Australia:

SBIA, a subsidiary of SBI, began operations in Australia in 1998 and has since played a crucial role in fostering trade between India and Australia through trade finance products. We operate under the oversight of the Reserve Bank of India and Australian Prudential Regulation Authority (APRA), providing services such as deposits, remittances, trade finance solutions, and syndicated loans. Join us in our dynamic office environment and become part of a global legacy in banking.

About the Role:

As a Customer Experience Officer at SBI, you will be the welcoming face of our institution within the community. Your role involves close collaboration with our valued customers to address their banking needs and ensure an exceptional customer service experience, even in a dynamic and fast-paced environment.

Key Responsibilities:

• Warmly greet visitors, clients, and customers, offering a professional and friendly reception experience that is consistently tailored to their needs.
• Maintain an organized and inviting reception area, ensuring a neat and tidy appearance.
• Assist with NRO/ NRE and India based account queries, including form filling and providing necessary information to customers and promotion of core products.
• Efficiently manage incoming calls, take messages, and route calls to the appropriate recipients.
• Handle customer query emails and general email inquiries including directing inquiries to the right team.
• Record maintenance of customer queries/ application attended.
• Coordinate and schedule appointments and meetings to streamline operations.
• Handle incoming and outgoing mail and packages efficiently.
• Assist with general administrative tasks as required to support daily operations including report maintenance.
• Marketing SBIA deposit products and remittance platform (e-Remit) to customers

Client Onboarding and Management (Remittance):

• Process client registrations via the online e-remit portal, including verifying Equifax results and facial recognition checks.
• Manage client database by adding, deleting, and approving clients.
• Assist clients with e-remit registration via phone and email, including explaining the process and addressing any questions.
• Coordinate with clients for corporate onboarding and complete end to end onboarding process
• Download and process bank statements for matching against client applications.
• Conduct quality checks on exported client data.
• Communicate with clients regarding short funds or missing applications in their e-remit requests, request additional information from clients, such as source of funds or KYC documents, to meet compliance requirements.
• Review emails from the compliance department.

Qualifications:

• Prior face-to-face customer service experience and exceptional customer service skills is essential.
• Finance experience or an interest in banking is desirable, however we believe the individual can learn and adapt as per situation.
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and handle multiple tasks at once.
• Strong organizational and time-management skills
• The ability to master different technologies and multitask.
• Working knowledge of MS excel essential with other analytical skills preferred.
  

The job will be full-time, with hours to be worked between 9.00am and 5.30pm Monday to Friday.