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About the Role

The Customer Service & Engagement Consultant role in the Superannuation & Investments contact centre is integral to delivering superior service that meets and exceeds customer and adviser expectations. You will provide support via inbound calls, outbound campaigns, webchats, and email, embodying AMP's value of "Put customer first".

Responsibilities

• Provide support via inbound calls
• Support outbound campaigns
• Respond to webchats
• Communicate by email

Requirements

• Previous customer service or client service experience roles (e.g., contact centre, retail, hospitality, or healthcare) will be highly regarded.
• Exceptional verbal communication and telephone skills with the ability to build rapport and establish relationships in a professional and courteous manner.
• Empathy and a calm, solutions-focused approach when handling customer and adviser enquiries.
• Decision-making, objection handling, complaint handling, and conflict resolution skills.
• Strong problem-solving ability, including asking the right questions to understand issues and determine the best course of action.
• Accountability and ownership, with follow-through to completion.
• Strong computer literacy and the ability to navigate multiple systems and applications quickly and accurately.
• Highly developed numeracy skills with the ability to communicate numerical information effectively.
• Comfortable working to a structured rotating roster within a highly regulated environment.
• Willingness to learn.
• Ability to adapt from BAU to the ambiguous with ease.
• Commitment, grit, and growth mindset.
• Ability to jump in and deliver across a variety of areas.
• Ability to hold your own.

Skills

• Verbal communication
• Telephone skills
• Building rapport
• Establishing relationships
• Empathy
• Solutions-focused approach
• Decision-making
• Objection handling
• Complaint handling
• Conflict resolution
• Problem-solving
• Computer literacy
• Numeracy skills
• Adaptability
• Grit
• Growth mindset

Location

• Melbourne office
• NSW Level 10, 101 George Street, Parramatta 2150
• VIC Level 12, 699 Collins Square, Docklands VIC 3008

Work Type

• Hybrid working arrangements
• Onsite (minimum 2 days per week)
• Onsite (additional days during training may apply)

Experience Level

• No previous experience in a related industry needed

Education Level

• RG146 certification (Super and Insurance) or Diploma in Financial Planning is desirable, but not essential
• Finance, commerce or related tertiary study is desirable, but not essential

Benefits

• Year-round opportunities to volunteer, fundraise and give back to the community.

About the Company

• AMP is a nimbler business with new leadership and thinking, redefining financial services and turning its legacy into something positive and powerful for the future.
• AMP helps people with their banking, super, retirement and finances through all economic conditions and life transitions, enabling them to create their tomorrow.
• AMP has been operating for over 170 years.
• AMP believes in the power of inclusion and diversity to spark creativity, ignite innovation, and improve decision-making and performance.
• AMP is committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people.

Equal Opportunity

• We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.
• We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.