Contact Centre Consultant

The Mutual Bank; Maitland; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Paid parental leave

Volunteer leave

Wellbeing program

Job summary

The Mutual Bank is seeking a friendly Contact Centre Consultant to assist Members with banking enquiries by phone and through administrative support, helping them through important life moments and building lasting relationships.

This full-time role offers hybrid working after training, with Monday to Friday 8:45am–5:15pm and one Saturday morning per month (8:45am–12:15pm). A supportive team culture and growth opportunities are provided.

Qualifications

• Experience in a contact centre, customer service or similar member/customer facing role.
• Strong verbal and written communication skills.
• A proactive approach to problem solving and identifying customer needs.

Responsibilities

• Help Members with banking enquiries through phone and administrative support.
• Support Members through important life moments and build lasting relationships.
• Identify solutions that meet Members' needs and develop banking knowledge.
• Develop customer service and problem-solving skills while gaining exposure to products and services.

Skills

Contact centre experience

Customer service

Verbal communication

Written communication

Problem solving

Job description

Looking for more than just your next job?

At The Mutual Bank, our Contact Centre Consultants are often the first step in exciting careers across banking. Whether your interests lie in lending, branch leadership, operations or specialist areas, we will support your growth and help you build the skills and experience to get there.

As a Member owned bank with a strong community focus, we are known for putting our Members and Team Members first. When you join us, you will be part of a supportive team that genuinely cares about helping people thrive.

Why this role?

No two days are the same.

You will help Members with their banking enquiries through phone and administrative support activities, support them through important life moments, identify solutions that meet their needs and build lasting relationships. You will develop valuable banking, customer service and problem-solving skills while gaining exposure to a wide range of products and services.

This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment and is looking for a long-term career opportunity. This is a full-time opportunity with workdays and hours of Monday to Friday, 8:45am to 5:15pm. You will also be required to work a minimum of one Saturday morning per month (8:45am – 12:15pm).

About You

You don’t need banking experience to be successful in this role, but you will bring:

Experience in a contact centre, customer service or similar member/customer facing role.

A passion for delivering exceptional customer service and helping people.

Strong verbal and written communication skills

The ability to build rapport and create positive customer experiences over the phone

Excellent attention to detail and confidence completing administrative tasks accurately

Strong computer skills and the ability to learn new systems quickly

A proactive approach to problem solving and identifying customer needs

The ability to work both independently and collaboratively within a team.

What’s in it for you?

Competitive salary and benefits package

Hybrid working arrangements following training, with the flexibility to work both from home and our East Maitland Head Office.

Clear career pathways and internal development opportunities

Ongoing training and professional development

Additional leave benefits, including paid parental leave and purchased leave options

Health and wellbeing reimbursement program

Reward and recognition program

Two days paid volunteer leave each year

A supportive team culture where your contribution is valued

Applicants will be required to participate in relevant background checks.

For more information, feel free to contact Liana Fielding, People and Culture Specialist on0475 977 ***.