Customer Service Officer

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking. 

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years. 

If we do our job well, we genuinely add to the prosperity of our country and its people. 

How you’ll make an impact

The Loan Servicing Customer Service Officer (CSO) is integral in ensuring the delivery of our service offering.  The CSO’s focus is on the customer. Being a virtual bank, meaning a bank with no branches, one of the primary functions of the CSO is to process loan discharge and variation requests for existing home loan customers and make outbound calls to these customers to confirm requests, obtain additional information, educate on options, and confirm legitimate account activity, as well as calls to other stakeholders (e.g., Brokers) to provide status updates or discuss the requests. 

You’ll make an impact by:

• Process customer and broker loan servicing requests.
• Observing the Bank’s policies and procedures and provide great customer service to our internal and external business partners by making proactive phone calls to discuss the request, or where more information is required and to offer solutions.
• Communicate with customers and stakeholders through various channels.
• Respond and action promptly to customer enquiries and requests for status updates on their requests.
• Keep a record of customer interactions, transactions, comments and complaints.
• Assist with resolving customer complaints, including providing input to the investigation of complaints.
• Identify and raise any areas of concern that may impact the client experience and expose the Bank to potential losses or instances of non-compliance with regulatory guidelines or community expectations.
• Incident & Risk management support as the Team Manager requires
• Liaising with Third Party Vendors for operational updates

What you will bring to the team

• Previous experience in a fast-paced customer focused environment.
• Banking experience and knowledge of Loan Servicing is essential
• Minimum 2-3 years experience in a lending environment (preferred)
• Ability to manage high volumes and work effectively under pressure

You’ll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

Why we think you’ll love working at AMP

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on – better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work. 

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work. 

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have. 

We believe in the power of inclusion and diversity

We’re dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged but also leads to better connections with our customers. 

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.

Ready to create your tomorrow?

If you’re someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don’t procrastinate! We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.