At Hays Enterprise Solutions, our mission is to help organizations thrive by supporting their workforce needs. We partner with over thirty large organizations across Australia and New Zealand providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces.

On behalf of our esteemed client, a leading entity in the banking industry, we are currently seeking candidates for a contract position. This opportunity is a Hybrid, 6-month opportunity.

About the role

Our client is currently seeking a Digital Service Advisor to assist customers via their digital platforms through authenticated channels, addressing and resolving personal banking service inquiries. This role also involves promoting and educating customers about the self-service features available their Internet Banking and our clients app.

This is a 6-month assignment with the view to extend or go permanent. The hourly rate will be $35.86 per hour plus super. You will be working on a rotating roster between Monday to Saturday. The hours you will need to be available will be from 7am and 7 pm Monday to Friday and Saturday 8 am to 12 pm. You will be working an average of 37.5 hours a week.

What can you expect?

Manage and resolve customer interactions through digital channels using a range of systems and tools to achieve a high level of customer satisfaction, embodying our clients core value of being customer obsessed.

Follow daily schedules to ensure correct service level coverage for customers, keeping processes simple and efficient.

Deliver customer interactions that align with the Customer Experience Guidelines, moving with speed to meet customer needs.

Manage customer feedback appropriately, use delegation authority, and record interactions in the client's system, escalating to a team leader when required, demonstrating ownership and accountability (We own it).

Adhere to policies and procedures outlined in our client's policy to ensure risk compliance.

Provide professional and ethical behaviour by ensuring compliance with external legislation, bank standards, and internal operating policies and procedures relevant to the position.

Handle conversations through the messaging platform via our client's app and internet banking authenticated channels, improving efficiency and behaviours. This includes managing a highly scheduled environment, handling 50-70 messages per day, and maintaining a KPI of 420 seconds per customer on average, working together as a team (We win together).

Maintain an appropriate level of product and process knowledge to effectively assist customers.

Your attributes – If you don't meet 100% of the criteria to apply, we’d still love to hear from you. We celebrate individual differences because we know that when we bring more diverse minds together, we create better solutions.

You are encouraged to apply for this role if you have:

• Experience in customer service such as retail/hospitality, call centre, or banking role.

• Relevant tertiary degree such as Business, Commerce, Finance, Accounting (Preferred).

• Passionate about helping customers.

• Proven communication skills with both verbal and written, the ability to connect with customers and to assist them with their queries.

• Demonstrated attention to detail.

If you feel this role may be suitable for you or your skillset, then please apply!