Business Support Coordinator

Westpac New Zealand Ltd; Wellington; Sur place; NZD 90 000 - 130 000; Plein temps

Résumé du poste

Westpac New Zealand Ltd is seeking a Business Manager to work with a regional team delivering excellent experiences to Business customers, with a strong lending focus. You will proactively meet unexpressed needs by suggesting Westpac products and services to suit clients.

You will build relationships, ensure pricing is sound, and contribute to a culture of ethical decision making while maintaining risk controls across the branch network.

Qualifications

• Deep understanding of Business customer needs.
• 3+ years banking experience, preferably in Business Banking.
• Knowledge of Westpac products, especially complex business lending.
• Solid knowledge of pricing, compliance, credit risk and security documentation.
• Proven ability to build relationships and deliver excellent service.
• Strong business acumen and professional representation of Small Business.
• Well-developed negotiation and communication skills.
• Experience engaging with business partners across the bank.
• Ability to work independently within approved frameworks.
• Tertiary qualification preferred.

Responsabilités

• Customer experience: focus on outstanding customer experiences to position Westpac as the bank of choice for Business customers; resolve day-to-day issues.
• Performance disciplines: own lending requests for Business customers; price diligently; produce concise credit submissions.
• Risk management: comply with policies and regulations; maintain compliant customer records; escalate risk when needed.

Connaissances

Business banking

Lending

Customer relationships

Pricing

Credit risk

Negotiation

Communication

Independent work

Ethical decision making

Formation

Tertiary qualification preferred

Description du poste

About the Role

Business Managers work as part of a regional team to deliver consistently excellent customer experiences to Business customers. It is the responsibility of the Business Manager to assist customers with their banking needs (with a focus on lending) and to ensure that the products and services used by the customer meet their needs. As a Business Manager you should also proactively meet unexpressed customer needs by suggesting other Westpac products and services that may be suitable.

Responsibilities

• Customer Experience: Consistently focus on providing outstanding customer experiences to help position Westpac as the bank of choice for Business customers. Through your daily actions help the Business team to achieve NPS improvement targets. Take ownership for resolving day to day issues that impact the seamless delivery of Business products and services. Courage to challenge policies and procedures that don’t support best customer outcomes. Work with business partners across WNZL to ensure best customer outcomes and advice are consistently delivered. Contribute to process improvement initiatives that help to improve the experience of Business customers. Ensure your customer activity is high quality and enables you to identify growth and retention opportunities. Complete ICE Business Profiles to ensure the capture of relevant information that helps enhance the overall customer experience.
• Performance Disciplines: Focus on the disciplines of execution and doing what you say you will do. Take ownership for lending requests for Business customers – both new and existing. Maintain a diligent approach to pricing. Produce accurate and concise credit submissions which demonstrate a sound understanding of lending policies and procedures and the customers business. Contribute to the performance of Business through balance sheet and market share growth. As required contribute to building the external profile of Business in the NZ market. Proactively contact Business customers to increase retention. Industry champions are required to engage with the wider Business Bank team on a regular basis to bring industry insights back to share with people and customers. Contribute positively to team meetings and support colleagues as required by sharing knowledge and best practice.
• Risk Management: Comply with all credit policies and underwriting standards and build a strong working relationship with Credit. Ensure all workplace policies and procedures are complied with to meet regulatory and legislative requirements. To ensure our market practices demonstrate ethical standards so that they way we operate reflects WNZL’s commitment to being an ethically conscious organisation. Ensure you are familiar and always comply with Westpac’s health and safety policy and procedures, including recording and reporting all hazards, discomfort, accidents or incidents. Maintain a disciplined approach to customer record keeping helping evidence adherence to process and regulation. Where required take ownership to elevate risk issues that impact Business Banking. Maintain strong disciplines around recording and escalation of customer complaints and seek management assistance where required. Ensure all risk review / exception reporting is followed up in a timely manner.

What will you bring?

• Comprehensive understanding of Business customers and their needs.
• Knowledge of the financial services industry, including 3+ years banking experience, preferably within a Business Banking environment.
• Sound knowledge of Westpac’s products and services, particularly the ability to structure complex business lending deals.
• Solid understanding of pricing, compliance, credit risk and security documentation and ability to interpret business financial information.
• Proven ability to build relationships with customers and a reputation for delivering excellent service.
• Highly developed business acumen which translates into the ability to represent Small Business in a professional manner.
• Well-developed negotiation skills.
• Excellent oral and written communication skills.
• Experience engaging with business partners across the wider bank.
• Ability to take ownership to act independently within agreed frameworks.
• Ability to build networks both internally and externally and communicate with confidence.
• Tertiary qualification preferred.
• Skills: Advice and consulting, Business acumen, Collaboration, Negotiation and persuading, Problem solving, Pro‑active risk management, Ethical decision making and judgement.

Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together. What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant W on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you! Tono mai ināianei!