Job Number: 2054988Business: GE CapitalBusiness Segment: Capital - InternationalAbout Us: Posted Position Title: Front Line Associate - New Accounts & LendingCareer Level: ELFunction: Financial Services OperationsFunction Segment: Customer ServiceLocation: AustraliaU.S. State, China or Canada Provinces: City: Springfield CentralPostal Code: 4300Relocation Assistance: NoRole Summary/Purpose: To provide quality customer service and guidance to retailers, merchants and customers as required across Credit Card Operations and to assess documentation and finalise customer credit card applications.Essential Responsibilities: Take inbound and outbound calls from internal and external customers, including retailers, merchants, customers and other GE departments.
Provide effective solutions to customer requests, and record all customer complaints.
Update and maintain accurate customer and merchant records.
Maintain and take responsibility for recording own work, ensuring that business measures are accurate and reflect the customer experience.
Ensure day–to-day activities are performed in a timely manner to meet goals and objectives.
Ensure all relevant enquiries are forwarded to the correct departments for resolution.
Escalate enquiries where circumstances require.
Comply with and maintain knowledge of State/Federal legislation that governs GE Capital business activities.
Ensure understanding and compliance with all GE policies and procedures.
Assist other departments with their workload as required, and complete ad hoc tasks as directed by a Team Leader.
Coach team members as directed, and ensure transparent information sharing (within the bounds of policy).
Assessing Documentation for New Applications and Limit Increases for our customers credit card applications
Processing credit card applications for all GE Cards
Contacting Customers, Employers and Accountants
Actioning Emails
Reviewing requests and making suggestions before getting signoff (escalations and overrides)
Accurately record tasks completed
Ensure day to day activities are performed in a timely manner so goals and objectives are met.
Exercise independent judgment relative to duties
Accountability for decisions regarding day to day actions with customers / accountsQualifications/Requirements: Qualifications/Experience
- Experience in customer services, financial services or similar environment
- Customer service background (essential)
- Call centre or Collections experience would be an advantage.
- Experience working with KPIs/targets would be beneficial.
Skills
- Basic MS Windows XP/MS Office
- Keyboard skills & computer literacy
- Sound numerical skills
- Strong negotiation skills
Availability
- Role includes night and weekend work.
- Fully flexible availability is required across Credit Card Operations operating hours. (Mon-Wed 7:30am-7:30pm, Thurs/Fri 7:30am – 9pm, Sat/Sun 8-7)Additional Eligibility Qualifications: Desired Characteristics: Attributes/Behaviours
- Excellent communication and comprehension abilities
- Punctual and Committed
- Strong judgement and problem solving abilities
- Ability to work toward and achieve strict KPIs
- Compliance / Quality Orientation
- Resilient
- Adaptability
- Teamwork
- Attention to detail
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