Customer Service Representative - Phone

Customer Service Representative (CSR) - Phone

Join Westpac PNG and help deliver high-quality customer service by supporting customers with their banking enquiries through phone and shared email channels.

About Us

We are a bank that’s been around for generations, helping our customers grow and prosper with their business. We are also committed to our vision: to be our customers’ #1 Bank and Partner Through Life.

As the oldest bank and first company in Australia, we have more than 200 years of continuous service to the people of Papua New Guinea. Through our unique portfolio of brands, we support and serve a vast clientele.

About the Role

Reporting to the Call Centre Manager, you will manage inbound and outbound customer interactions across phone and shared email channels. You will assist customers with general banking, card-related requests and eChannel enquiries, while referring specialised lending, transactional, corporate and business banking matters to the appropriate teams. The role is based in Port Moresby.

Key responsibilities of the role include:

· Respond promptly to inbound customer calls in line with agreed service levels.

· Manage enquiries received through shared customer service email channels within agreed service levels.

· Provide accurate assistance with general banking, card-related and eChannel enquiries.

· Refer specialised lending, transactional, corporate and business banking enquiries to the appropriate teams.

· Comply with relevant risk, regulatory and compliance requirements when carrying out daily responsibilities.

· Contribute positively to team performance while working effectively both independently and collaboratively.

Skills that will help you be successful in the role

In order to perform this role successfully, you should have:

· A tertiary qualification in Banking or a related discipline, or a minimum of 3 years’ relevant experience in an equivalent role.

· A sound understanding of compliance requirements and their application in daily duties.

· Strong computer skills, particularly in spreadsheet and word processing applications.

· Sound end-user knowledge of the core banking system and other systems used in banking.

· Strong verbal and written communication skills.

· The ability to consistently provide a high level of service to internal and external customers.

What’s in it for me?

Playing a significant part in the future of the business, your career development is important to us. We will provide a platform that allows you to keep learning and growing, backed by a fantastic team of people within a can-do, supportive structure. Along with this, you will access benefits in banking, wealth and insurance offers in the market.

What’s it like to work there?

We are a bank that aims to provide a supportive working environment with a phenomenal corporate culture. We value diversity and inclusion, and we’re proud to provide a working environment with opportunities and flexibility for our team. Being part of the Westpac Family means you’ll be part of a culturally diverse team that’s been around for over 200 years.