Human Resources / Role Clarity Statement
Customer Service Representative (Skill band 3) /
Purpose of role / The QConnect Lending Consultant is responsible for assisting our customers with their personal lending, insurance and general banking needs within the contact centre.
The role is predominantly focussed on personal lending – receiving and processing applications through a variety of channels including phone, internet and face to face.
Department /
Sales & Marketing
Reports to /
CBD Sales and Service Centre Manager (SSCM)
Principles (values) that must be lived / · Provide financial security (for QCU and our customers)
· Act with honesty & integrity
· Build mutually rewarding partnerships
· Demonstrate social responsibility
Key relationships and the value that must be delivered to each stakeholder / 1. Sales and Service Centre Manager - CBD (SSCM): They will assist the SSCM to achieve results by actively pursuing new opportunities and efficiently and effectively attending to all requests from existing customers.
2. Credit Risk team: They will contribute to developing a strong relationship with the Credit Risk team by ensuring the accuracy of loans submitted for assessment. This relationship will ensure organisational goals relating to loan approval times are met or exceeded.
3. QConnect team members: They will liaise with the other staff in QConnect to ensure sales opportunities are effectively referred and subsequently converted into sales.
4. CBD Branch team members: They will work and liaise with the branch team to share knowledge and support them where required.
Key responsibilities and associated performance standards / 1. Sales performance and results.
· Ensure that clear, concise and specific activities are agreed to and carried out in accordance with the agreed sales action plans (SMART Activities) each month.
· Achievement of your individual KPI’s & metrics including lending budgets, insurance products, product referrals and general banking product sales as set out by SSCM.
· Pro-actively seek assistance from SSCM when team or individual performance is below agreed levels as set out in annual sales targets
· Conducting personal loan interviews for applications received through the online, phone or manual channels
· Working within lending and organisational guidelines to gather documentation for loan applications, ensuring accuracy at all times and then submission to assessment team for approval.
2. Member experience
· Conduct post sale follow-up calls to ensure the borrower is satisfied with their loan within agreed time frames set by SSCM.
· Actively participate in QCU organised work based events to support local communities or organisations e.g. fundraising drives to help the community.
· Identify and provide feedback to SSCM on current processes and procedures and their impact on members. Where necessary, identify and recommend changes that have the potential to improve member satisfaction.
· Identify and provide feedback to SSCM on existing policies and processes in order to streamline and improve efficiency and reduce processing time for the team and QCU
3. Teamwork
· Actively participate in team meetings and team activities to promote a positive culture within QConnect.
· Ensuring organisation values are displayed at all times
· Actively contribute towards individual and team targets as set out by SSCM monthly and quarterly in order to achieve organisational goals
· Pro-actively communicate observations, opportunities, and challenges to team members or SSCM as appropriate to continually improve the working environment.
4. Compliance / Credit Risk
· Ensure organisation guidelines, procedures and policy are maintained at all times
· Ensure accuracy in processing loan applications is maintained at all times
· Risk Management – Lending Compliance and Lending Accuracy.
· Ensure government and industry body guidelines are adhered to at all times; including APRA, ASIC, NCC.
Delegated authorities /
Adhere to these as set out in the Credit Union’s Board and Management policy documents
Role and person essentials:
Qualifications / Desired: Cert IV in a banking or lending related discipline
Market rates/salary package /
To be confirmed with successful applicant
Background/experience /
- Previous customer service or lending experience in a financial services environment.
- Previous sales experience in a financial services environment
Essential competencies (skills) / - Customer Service
- Time management skills
- Analytical skills
- Sales focus
- Problem solving
- Stakeholder engagement
- Planning skills
Essential attitudes /
- Team work
- Enthusiasm
- Resilience
- Strong work ethic
- Willingness to learn and grow in role
Training and compliance requirements /
As required to meet skill gaps and legislative requirements
Learning requirements /
To be determined with the successful applicant based on the skills they bring to the role
Incumbent’s signature: Date:
Reporting Manager’s signature: Date:
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