Job Description

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Concierge & Customer Engagement Consultant

Advertiser: AMP3.4 out of 53.4 overall rating (192 employee reviews) More jobs from this company

Job Information

Job Listing Date
22 May 2019
Location
Sydney
Salary
Competitive Salary+12%Super+Bonus+Benefits
Work Type
Full Time
Classification
Banking & Financial Services, Financial Planning

Concierge & Customer Engagement Consultant

Great opportunity for talented individuals looking to enter the financial advice/services profession.  Use appropriate techniques to engage AMP’s clients in meaningful conversations under the factual/general advice model. 

Part time and flexible working arrangements available for the right people as well as numerous employee benefits.

Working for AMP

Working for AMP means being part of a company that values diverse thinking, encourages collaboration and promotes innovation.  It’s an environment that offers challenging and exciting work as well as opportunities for professional growth. We’re flexible enough to allow you to make the most of your life, both professionally and personally.

We are looking for those that have the courage and agility to navigate changing and complex environments so that we can deliver the best solutions for our customers. We value people with integrity, an innate willingness to help others and an eagerness to perform to the best of their abilities. 

We’re transforming our business, and we need people like you to join us on this journey.

About the role

The primary purpose of the Concierge Consultant is to receive inbound and make outbound calls to existing clients of the AMP phone-based advice, members of Corporate Super plans and prospective clients for the purpose of engagement, relationship building, education and support of an advice led conversation. The specialist role is to create conversations with clients using appropriate techniques which comply with a factual information model.  Over time we expect to introduce general advice into these conversations. The successful candidate should be able to communicate the features and benefits of advice in an engaging manner which will support the engagement, education and retention of these clients whilst providing insights and feedback to key stakeholders.

Key Responsibilities

  • Receive inbound and make outbound calls to AMP phone-based advice clients to provide education, positioning the value of an advice led conversation and offer solutions with the aim of providing information to retain and build these relationships 
  • Identify customer needs through appropriate questioning techniques which comply with factual information.
  • Achieve results against agreed customer satisfaction, productivity and other performance indicators  
  • Identify opportunities for additional ways for AMP phone-based advice to grow the relationship with clients 
  • Follow the prescribed call approach and structured framework for liaising with clients 
  • Identify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring and training where necessary           
  • Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building 
  • Work in accordance with AMP’s policies, processes and procedures 
  • Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements 
  • Ensure consistent availability to work within the hours of operation and remain 100% compliant with expectations for punctuality and attendance 
  • Perform other duties and special projects as required 
  • Actively participate in team and individual training and coaching sessions

Capabilities & Experience

  • Understanding of financial planning industry
  • Experience in a practice or financial services contact centre team
  • Ability to work independently as well as with cross-functional teams
  • Exceptional telephone and written communications skills
  • RG146/Diploma Financial Planning (mandatory)
  • Studying towards a FASEA qualifications (highly desirable)

Wellbeing & Benefits

As a company that values wellbeing, we offer a range of great benefits to support you financially, professionally and personally. These include access to a wide range of flexible working options including the ability to purchase extra leave, retail discounts, onsite wellbeing centre including a gym (Sydney Office), Employee Assistance Program, competitive home loan rates, leading superannuation contribution, discounted financial advice and personal insurance.

Inclusion & Diversity

AMP recognises individual differences and welcomes people from a variety of life and work experiences. The diversity of our people is core to our ability to innovate, grow and to fulfil our collective aspiration of helping people to own their tomorrow. A natural curiosity, a respect for differences and a growth mindset are valued at AMP.

Visit amp.com.au/careers today.

Great opportunity for talented individuals looking to enter the financial advice/services profession.  Use appropriate techniques to engage AMP’s clients in meaningful conversations under the factual/general advice model. 

Part time and flexible working arrangements available for the right people as well as numerous employee benefits.

Working for AMP

Working for AMP means being part of a company that values diverse thinking, encourages collaboration and promotes innovation.  It’s an environment that offers challenging and exciting work as well as opportunities for professional growth. We’re flexible enough to allow you to make the most of your life, both professionally and personally.

We are looking for those that have the courage and agility to navigate changing and complex environments so that we can deliver the best solutions for our customers. We value people with integrity, an innate willingness to help others and an eagerness to perform to the best of their abilities. 

We’re transforming our business, and we need people like you to join us on this journey.

About the role

The primary purpose of the Concierge Consultant is to receive inbound and make outbound calls to existing clients of the AMP phone-based advice, members of Corporate Super plans and prospective clients for the purpose of engagement, relationship building, education and support of an advice led conversation. The specialist role is to create conversations with clients using appropriate techniques which comply with a factual information model.  Over time we expect to introduce general advice into these conversations. The successful candidate should be able to communicate the features and benefits of advice in an engaging manner which will support the engagement, education and retention of these clients whilst providing insights and feedback to key stakeholders.

Key Responsibilities

  • Receive inbound and make outbound calls to AMP phone-based advice clients to provide education, positioning the value of an advice led conversation and offer solutions with the aim of providing information to retain and build these relationships 
  • Identify customer needs through appropriate questioning techniques which comply with factual information.
  • Achieve results against agreed customer satisfaction, productivity and other performance indicators  
  • Identify opportunities for additional ways for AMP phone-based advice to grow the relationship with clients 
  • Follow the prescribed call approach and structured framework for liaising with clients 
  • Identify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring and training where necessary           
  • Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building 
  • Work in accordance with AMP’s policies, processes and procedures 
  • Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements 
  • Ensure consistent availability to work within the hours of operation and remain 100% compliant with expectations for punctuality and attendance 
  • Perform other duties and special projects as required 
  • Actively participate in team and individual training and coaching sessions

Capabilities & Experience

  • Understanding of financial planning industry
  • Experience in a practice or financial services contact centre team
  • Ability to work independently as well as with cross-functional teams
  • Exceptional telephone and written communications skills
  • RG146/Diploma Financial Planning (mandatory)
  • Studying towards a FASEA qualifications (highly desirable)

Wellbeing & Benefits

As a company that values wellbeing, we offer a range of great benefits to support you financially, professionally and personally. These include access to a wide range of flexible working options including the ability to purchase extra leave, retail discounts, onsite wellbeing centre including a gym (Sydney Office), Employee Assistance Program, competitive home loan rates, leading superannuation contribution, discounted financial advice and personal insurance.

Inclusion & Diversity

AMP recognises individual differences and welcomes people from a variety of life and work experiences. The diversity of our people is core to our ability to innovate, grow and to fulfil our collective aspiration of helping people to own their tomorrow. A natural curiosity, a respect for differences and a growth mindset are valued at AMP.

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