Member Engagement Team Leader

An opportunity to lead one of best customer experience teams in regional Australia.

About Us

Regional Australia Bank is a customer owned bank that has been helping regional Australians achieve their lifestyle goals for almost 50 years. It has a reputation for being flexible, personable and being able to make the complex simple. With roots in regional NSW and head office located in Armidale, Regional Australia Bank has grown to be one of the premier banking alternatives to the 'Big Four' banks.

So if you've got the skills and are passionate about people and creating better, more sustainable places to live, then connect with us at Regional Australia Bank! Because we feel that being connected with Regional Australia and its people are without doubt the most compelling and inspiring parts of our brand. In fact, the success of our business is determined by how well we share our passion for championing regional prosperity, including the financial prosperity of the people residing in it.... and we'd love to have you on-board!

This position is located in the Service Support Centre - Head Office - Armidale.

About The Role

The role of Member Engagement Team Leader will report directly to the Service Support Centre Manager and is responsible for the effective supervision and coaching of specialised. The Member Engagement team leader will lead their team to deliver a level of service that improves the customer experience including the provision of lending, insurance services, referrals to specialists and outbound calls with a specialised focus on the strategic identified target market using online service delivery tools such as email, web chat, social media queuing, and online enquiries.

Skills & Experience

Ideally the successful candidate will ensure the highest level of accuracy and professionalism is maintained when providing transaction, insurance and loan services to members via their preferred channel of communication; demonstrate a sound knowledge of features and benefits of Regional Australia Bank products; ensure opportunities for quality referrals are identified and referred to specialist areas; implementation of annual sales plan and weekly action logs and proactively support staff to achieve the objectives; lead the growth of increasing self-service channels for identified members .

Essential to this position is a proactive and supporting approach to cross-selling, up-selling and the identification of further product sales, banking services and budgeting techniques to improve the financial position of members through personalised, contextual, dynamic and relationship focused service; they will be able to develop, foster and maintain effective networks by displaying confidence and using well developed communication skills. They will be able to adopt and adjust to change and its processes by setting priorities, planning workloads, meeting deadlines through the efficient use of time and resources.

How to Apply

To be successful in your application you will have demonstrated sales experience, skills and/or training experience; demonstrated leadership, coaching and/or supervisory skills; ASIC Tier II Statement of Attainment; certificate IV in Frontline Management or equivalent and knowledge of lending and insurance products and processes; strong communication skills, both written and verbal, with well-developed computer skills; strong analytical and problem solving skills; with the ability to maintain and further encourage a highly motivated, well trained and effective employee.

To apply for this role please complete the form below.

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