Team Member

Westpac; Parramatta; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Culture, Lifestyle and Wellbeing leave

Employee banking product discounts

Job summary

Westpac is seeking a Team Member, WIB Operations to support Institutional Banking customers. You will process requests, resolve enquiries and deliver exceptional experiences, handling inbound calls about international payments and transfers, plus emails and other channels.

Working in a contract-centre style environment, you’ll collaborate with stakeholders, work as part of a high-performing team and contribute to strong customer outcomes in a rotating roster with 9:00am–6:00pm shifts.

Qualifications

• Customer-focused professional with a passion for delivering high-quality service.
• Strong contact centre and phone-based servicing capabilities.

Responsibilities

• Deliver exceptional service and operational support to Institutional Banking customers.
• Process requests, resolve enquiries and deliver great customer experiences.
• Manage inbound calls regarding international payments and transfers; handle emails and other service channels.

Job description

• Deliver exceptional service and operational support to Institutional Banking customers

What's the role?

We currently have an opportunity for a Team Member, WIB Operations, who will play an important role in supporting our Institutional Banking customers by processing requests, resolving enquiries and delivering exceptional customer experiences. Working in a contract centre-style environment, you'll primarily manage inbound calls from customers regarding international payments and transfers, while also handling enquiries through email and other service channels.

You'll work closely with customers, stakeholders and internal business partners to ensure requests are handled accurately, efficiently and in line with service expectations. This role offers the opportunity to develop your banking and operations expertise while contributing to a high-performing team focused on delivering great customer outcomes.

The role operates on a rotating roster, with availability required between 9:00am and 6:00pm to work a standard full-time shift, providing flexibility to support customer service requirements across the team.

What do I need?

We're looking for a customer-focused professional who enjoys working in a fast-paced environment and takes pride in delivering high-quality service.

• Previous experience in banking, financial services, operations or customer service environments
• Proven strengths in contact centre, phone based servicing
• Strong customer focus and commitment to delivering positive outcomes
• Excellent verbal and written communication skills
• Strong attention to detail and quality standards
• Ability to manage multiple priorities and work efficiently under deadlines
• Proven stakeholder management and relationship-building skills
• Strong problem-solving and decision-making capability
• Experience using Microsoft Office applications, including Outlook, Word and Excel
• Understanding of risk, compliance and privacy requirements
• A collaborative mindset and willingness to support team success
• Commitment to continuous learning and professional development
• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

Create Your Future Today

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page , under the ‘Diversity, Sustainability and Flexibility’ section.