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Location
Sydney
Salary
$38.19 per hour + super
Job Type
Contract
Ref
BH-183751
Contact
Gemma Fernie
Contact email
Email Gemma
Posted
about 1 year ago
Title: Customer Solutions Consultant
Rate: $38.19 + super per hour  
Start Date: ASAP
End Date: 30th April 2025 – Possibility of extension
Hybrid: 3 days office – 2 from home
Location: Sydney or Parramatta

*This role requires candidates to have full working rights, specifically Permanent Residency or Citizenship, due to the long-term nature of the position. *

Exciting opportunity for a leading financial services institution who are looking for a Customer Solutions Consultant for a 6-month Contract, with high possibility of an extension.
Note this role is client communication via email and coordination skills, there will be little interaction via phone. 

Role:
This role provides comprehensive support to Platinum Clients during their migration to a new digital platform. Key responsibilities include ensuring seamless service delivery, coordinating between clients and Group Operations, and promptly addressing client inquiries. You will assist approximately 2,000 clients in transitioning to a newly implemented online system at Company, providing onboarding support and addressing any inquiries to ensure a smooth transition. The role also involves managing risks and ensuring compliance with relevant policies, ultimately contributing to high levels of customer satisfaction and effective service delivery.

Key Responsibilities:
  • Oversee service delivery and support for the designated industry portfolio, facilitating migration to the digital platform.
  • Coordinate effectively between clients and Group Operations to ensure a seamless onboarding experience.
  • Address all client inquiries within established service standards, ensuring issues are resolved competently, ethically, and with a focus on business interests.
  • Provide necessary support to clients to ensure their inquiries are handled promptly and efficiently.
Key Accountabilities:
  • Take responsibility for assisting the business and designated clients with their transition to a digital platform.
  • Identify, document, and manage all business-related risks in compliance with Company policies.
  • Ensure adherence to all relevant legislative, regulatory, and corporate policy standards, including the ongoing maintenance of necessary administrative processes, skills, and knowledge.
Success Metrics:
  • Customer Service and Satisfaction: Measure customer satisfaction through external surveys and feedback, focusing on the Net Promoter Score (NPS). This involves tracking and documenting customer data using SharePoint and NPS to evaluate customer loyalty towards Company brand, products, and services, as well as to inform sales strategies driven by consumer insights.
  • Risk Management Metrics: Monitor various risk management indicators (gate openers).
  • Service Delivery and Support: Evaluate performance against Service Level Agreements (SLAs) for service delivery and support.
Key Capabilities and Experience:
  • Cultivates a deep understanding of key clients within the portfolio and their respective industry sectors to deliver exceptional service.
  • Maintains meticulous attention to detail in all communications with clients and group operations.
  • Demonstrates a strong commitment to service excellence.
  • Possesses knowledge of operational risk, Juno management, and customer complaint processes.
  • Financial Services Background
  • Attention to detail and ability to use outlook

For further information on this role or to confidentially apply, please contact Gemma Fernie on gemmaf@ethosbc.com.au Only WORD FORMAT resumes will be accepted.