About P&N Group

P&N Group is represented by P&N Bank in WA and BCU Bank in New South Wales and southeast Queensland. With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.

We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.

As part of our ongoing strategic customer-centric transformation, we’re focussed on making it even easier to bank with us for our customers of today and the future.

About the role

As a Customer Support Representative, working in the P&N Bank Contact Centre, your main responsibilities will include:

Answering and returning member phone calls
Communicating effectively and providing members with recommendations regarding P&N Bank products and services
Accurately processing customer transactions
Strict adherence to policies and procedures
Strong risk awareness
Providing clear direction and instruction to members with regards to their queries
Identify opportunities to cross sell and refer business
Ability to build rapport and proactively resolve queries
Meet and exceed Contact Centre service targets
Maintaining up to date knowledge of P&N Bank news, events and information and be confident in your delivery to members

Contact Centre operating hours are 8am to 6pm Monday to Friday, and 9am to 5pm on Saturdays so the successful candidate in this role will need to be able to work shifts during these opening hours.

What will you bring?

Along with excellent communication and customer engagement skills you will ideally possess:

Extensive customer service experience with a passion for exceeding customer expectations within an outcome focussed customer service environment.
Experience in a Banking/Financial Services environment, including insurance preferred.
Previous Call Centre experience will be highly regarded
Demonstrated flexibility, willingness to learn and adaptability to change.
Demonstrated ability to work under time pressure and with multiple systems.
Strong time management and organisational skills
The ability to adapt your communication style depending on the situation
Strong problem solving and troubleshooting skills
Experience in always maintaining strict confidentiality
Strong verbal communication skills with the ability to calmly articulate processes clearly and methodically
Strong computer literacy
ASIC Tier 2 (RG146) qualification or willingness to obtain

What we can offer you

There’s life at work, and life outside of work – and we understand that.

P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.

To help you live your best life through work, we offer an extensive range of employee benefits.

Work for a national multi-brand, customer-focused organisation.
Enjoy flexible work arrangements.
An incentive scheme for exceptional performance.
Be supported with leadership and professional development.
12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver.
Generous discounts on home loans, personal loans, insurance and other banking products and services.
Up to two weeks’ additional purchased leave per year.
Two days’ paid volunteer leave each year to use with a community partner of your choice.
An Employee Assistance Program.