Member Relationship Consultant Level 2, Mandurah

Position
1 x full-time permanent position available.

Location
Mandurah Service Centre

Purpose

To initiate and develop positive lasting relationships with prospective and existing members through meaningful discussions and the provision of needs-based product solutions.

Key Responsibilities

Service and Sales

• Ensure in all member interactions that all options, features and benefits are offered across all activities.
• Ensure HBF values and Member Service standards are demonstrated to deliver a superior level of customer service.
• Initiate service-based contact with members including external calling to members.
• Actively seeks to develop and enhance long-term relationships.
• Address escalated member queries as required.
• Adopt the needs satisfaction sales process in promoting and cross selling HBF products and services in a friendly and professional manner during each member experience.
• Consistently achieve individual & team sales targets.
• Recognise and respond to all appropriate opportunities to promote and cross sell HBF products and services in a friendly and professional manner.
• Initiate sales-based contact with members including external calling to members.
• Assist the Service Centre Manager by recommending improvements or initiatives to generate new business.
• Assist in development of local strategies and plans for sourcing new members.
• Participate in structured activities to secure new business in line with the agreed local strategy.
• Formalise the provision of products and services.

Job Management

• Meet quality assurance and compliance objectives.
• Organise own time effectively to maintain productivity.
• Takes responsibility for own actions.
• Maintain a competent level of knowledge and skills regarding HBF products, rules, regulations and relevant legislations.
• Offer recommendations for improvements to Service Centre operations.
• Maintain an awareness of HBF initiatives such as community projects, advocacy program and marketing activity.

Teamwork

• Participate in HBF activities, training programs and regular discussion groups with team members.
• Share knowledge, best practice and learning with other team members.
• Recognise strengths and achievements of others.
• Help achieve team goals.
• Adopt a flexible approach.

Selection Criteria

• Demonstrated ability to generate business with new customers.
• Demonstrated ability to develop and maintain direct customer/member relationships.
• Excellent communication skills with the ability to interact via phone, face to face and email.
• Demonstrated excellence in customer service.
  Demonstrated ability to work effectively as part of a team.
• Demonstrated ability to organise self and manage time effectively.
• Intermediate computer skills.
• Demonstrated ability to convert member needs into product or service sales.

Previous outbound calling experience will be highly regarded, but not essential.

Closing date

Monday 14 July 2008, 9:00am

How to apply

Initial phone enquiries can be directed to Jodie Rawson, Service Centre Manager, on (08) 9583 6900.

Please prepare a written application that includes your CV and clearly demonstrates how you meet each of the above Selection Criteria, and send it to:

Recruitment & Administration Assistant
People Services
HBF
GPO Box C101
PERTH  WA  6809

Email: recruitment@hbf.com.au

Please note: If you are invited to attend an interview, please ensure you are able to provide a current National Police Clearance Certificate.