Customer Service Officer – Settlements

Working for AMP means being part of a company that values diverse thinking, encourages collaboration and promotes innovation. It’s an environment that offers challenging and exciting work as well as opportunities for professional growth. We’re flexible enough to allow you to make the most of your life, both professionally and personally.

We are looking for those that have the courage and agility to navigate changing and complex environments so that we can deliver the best solutions for our customers. We value people with integrity, an innate willingness to help others and an eagerness to perform to the best of their abilities.

About the team

AMP Bank is a retail bank, with a focus on providing retail deposit accounts, residential mortgage products and services that support and complement AMP’s businesses. The Bank distributes directly to retail customers and through Brokers and Planners.

Bank Operations is responsible for delivering a customer centric service offering that is enables AMP Bank strategy. The team processes mortgage and deposit products for AMP Bank, its customers and introducers.

The Customer Service Officer’s focus is on the customer. Being a virtual bank, meaning a bank with no branches, one of the primary functions of this role if performing outbound calls to AMP Bank customers to confirm requests, obtain additional information, educate on options and confirm legitimate account activity. The role will also require answering inbound calls from our internal and external teams, stakeholders and partners.

Key Responsibilities

• Perform telephony-based work with a customer centric approach, displaying active listening with a high level of attention to detail
• Identify customer needs through appropriate questioning techniques which comply with no-advice (and/or general advice) boundaries
• Achieve agreed productivity, quality and compliance targets, measured using the agreed framework
• Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building
• Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements
• Ensure consistent availability to work within Lending Operations hours of operation (8:00am – 7:00pm) and remain 100% compliant with expectations for punctuality and attendance

Capabilities & Experience

• Previous experience in a fast-paced customer focused environment desirable, Banking experience also preferred
• Ability to recognise, analyse and solve problems
• Strong numeracy and communication (both oral and written) skills
• High level of attention to detail and commitment to quality
• Passionate about helping people and excited about a career in Customer Service
• Ability to build effective working relationships with both internal & external staff

Wellbeing & Benefits

As a company that values wellbeing, we offer a range of great benefits to support you financially, professionally and personally. These include access to a wide range of flexible working options including the ability to purchase extra leave, retail discounts, onsite wellbeing centre including a gym (Sydney Office), Employee Assistance Program, competitive home loan rates, leading superannuation contribution, discounted financial advice and personal insurance.

Inclusion & Diversity

AMP recognises individual differences and welcomes people from a variety of life and work experiences. The diversity of our people is core to our ability to innovate, grow and to fulfil our collective aspiration of helping people to own their tomorrow. A natural curiosity, a respect for differences and a growth mindset are valued at AMP.

Message to recruitment agencies and search firms

AMP does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any AMP employee, location or address. AMP is not responsible for any fees related to unsolicited resumes.