Description Overview As a Customer Service Officer (CSO) you will be the first point of contact (investors, employees and a range of professionals in the finance industry) via phone (inbound/outbound) for a range of enquiries regarding shares, investments and website support. Your key purpose will be meeting or exceeding their expectations with accurate and appropriate responses. This role will require you to work a rotating roster from 8am-8pm Monday to Friday. At MUFG we support work-life balance with a hybrid setup: 2-3 days in our Parramatta office, the rest from home! Key Accountabilities and main responsibilities Strategic Focus Delivering an outstanding experience though excellent customer service on inbound and outbound calls The provision efficient and effective query resolution by anticipating customer needs and taking ownership for first call resolution Operational Management Investigation and ownership of complex investor queries Demonstrating subject matter expertise on clients/processes/procedure Achievement of all Key Performance Indicators (KPIs) Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required) Displaying a proactive approach to independent learning Actively contributing towards continuous process improvement People Leadership Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group Governance & Risk Demonstrating willingness to increase your knowledge of the Finance sector. Demonstrating drive and motivation by keeping abreast of current industry related information and changes Living the MUFG Corporate Markets Core Values; Together We Achieve, Adapt and Evolve and Client Focussed Adhering to all legislative requirements required for the role Complying with MUFG Pension & Market Services privacy policy and procedures The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs. Experience & Personal Attributes Strong customer service skills Excellent written and verbal communication skills, and a pleasant phone manner Strong ability to interpret complex subject matter and to translate information to the end user Established history of consistently delivering results and achieving set targets Proven track record of reliability and punctuality in a structured environment Proven ability to solve complex problems and deliver innovative solutions Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls Ability to work under pressure and maintain set target levels Openness to feedback and willingness to develop professionally Proven ability to solve complex problems and deliver innovative solutions Previous experience in working in a collaborative and professional team environment Intermediate computer literacy and keyboard skills (MS Office suite) and excellent attention to detail and accuracy Ability to work across digital media platforms and provide front line technical support A desire to work in, and develop a career within the finance and registry industry Desirable Experience in Customer Service or Financial Services All applications will be reviewed early January.
