customer service representative

lending manager

manager

account manager

St.George Bank

A typical day to day operation in commercial lending support would cover, supporting the local business banking manager in Taree. I would be required to supply a sales and support type role, where in, I would be responsible for client liaison, providing a follow up sales support, and finalise the on boarding process to the customer to ensure a easy transition to completion of current situations be that a existing or new customer and from a simple account to a complex loan settlement. 
The other side of my support role was to ensure settlement and processes were handled in an efficient manner by head office settlement teams.
In the business banking team for Taree, there was just 2 people involved, my manager and myself, we did report to a regional team that included offices in Lismore, Coffs Harbour, Port Macquarie, as well as Tamworth. I did still enjoy a close relation ship with my co-workers from the local branch, most of whom I have worked with previously.
The hardest part of my day would be to control things outside my control... To ensure Head office settlements were on the same settlement page as me to. To coordinate teams or individuals with different agendas in another city can be challenging.
In saying this the best part is when it all comes together and the outcome is achieved.. where it be a property settlement or a fee refunded, the most satisfaction is a satisfied customer...

You will find that the Call Centre environment can be stressful at best.  Management uses words like collaboration, empathy and team work but, have no ideal of what these words really mean.  

Some of the team leaders have the mentality that if your not part of their click, than any chance of advancement is not going to happen.  They will try and make their fellow co-workers feel inadequate by using the typical tactics of micro management.  They will find faults in work that truly is faulty due to poor training and lack of knowledge on the Team Leaders part.  When I was employed there I had a team leader that had little to no knowledge of procedures or processes.  However, was quick to reprimand their team for things they didn't know themselves.  As for Management it's pretty much non existence, they don't want to know what is going on and really don't care.   

It's a place to use as a stepping stone for better opportunities but, not for long term plans.

St George Bank Ltd offered me the opportunity to develop into the professional I am today. I was offered opportunities to develop as both a leader in my profession and as a young adult. 

I had an excellent working relationship with upper management and those who I worked with daily. I considered it the be a "family" culture. Everyone was supporting each other to achieve our working and personal goals. 

My position as both Digital Ambassador required me to develop my networking skills within a global company structure. A challenge I thoroughly enjoyed. 

Management taught me to understand how to be fair and firm with decision making. I learnt the feedback is every managers most valuable tool, and how we use that feedback can influence many social and business factors.

I enjoyed my time with St George Bank, and I have developed long lasting friendships from my time with this company.

I enjoyed my job, we had a great team atmosphere. Unfortunately due to a change of Management bullying crept in to the workplace and was not dealt with by Senior Management.
My co-workers were a great bunch of people to work with, we helped each other, we socialised together, we had a lot of fun while getting the job done.
The hardest part of my job was trying to up sell to customers who quite clearly indicated they were not interested in further products.
The most enjoyable part of my job was meeting new customers and getting to know all of my customers on a more personal level. Many of them are still friends even though I have left the bank.

I currently work 5 hours a day unless I am needed to cover staff shortfalls. The branch is not a very busy branch most of the time so gives us time to keep up to date with all paper work etc. I have learned a lot about customer service and sales in my time with St George. Current management is good to work with and very approachable. Co workers are dedicated and good to work with. The hardest part of the job at the moment is the change of expectations from when I first started working there, I believe the targets are unrealistic for this branch. It is great working close to home and having a good relationship with local customers.

I had a very successful career at STG, mainly because I "get" customer service, which made me very successful at onselling banking products . 

While there I gained a Financial Services Certificate III, and a Certificate IV in Business Sales. 

Often I managed small teams which I enjoyed. Under my leadership we consistently achieved or exceeded sales targets.  Most people were willing workers and we had a lot of fun as well. Worst part was that some middle managers were overbearing and had no idea how to manage their staff.

The manager that managed the branch I had a traineeship with was managing 4 different branches so she was very busy and I was chucked in the deep end, I wasn't shown a lot only the basic deposits, transfers, counting money and along with some other things. The ladies I worked with were busy with their own clients but they were lovely I just wasn't happy or confident there as I didn't know what I was doing, the manager would talk down upon me as I wasn't confident in doing anything because I wasn't shown how to do things properly hence why I didn't get a certificate because I didn't complete the traineeship.

In all my role at St George Bank it required me to have excellent computer skills, Listening, written and verbal communication skills to be able to identify and understand what a customers individual needs where while at the same time build rapport. At St George Bank we continually received training to deliver excellence in our service to customers and strive for first call resolution however if this was not possible then resolve the issue in a time efficient manner.

At St George I worked in a team that was nominated and Won Best Contact Centre of the Year (Twice).

Gained product knowledge and learned new skills in preparation and analysis of monthly, quarterly and annual returns for APRA (Australian Prudential Regulatory Authority), RBA (Reserve Bank of Australia), ABS (Australian Bureau of Statistics), and ABA (Australian Bankers Association), preparation and analysis of regulatory returns such as CAPEX and Impaired Assets Reports and the provision of financial information to internal and external parties.

A day at work is about assisting customers with their banking needs, maintenance on their files and answering any enquiries.

We have a very good team we support each other and have fun at work.

We all learn something new every day that is the nature of the work.

The hardest part of the job is being targeted for sales.

The most enjoyable part is satisfaction when a customer leaves feeling happy with you.

Top Job Titles	Average Salary
Customer service representative 5 salaries reported	$63,200 per year
Lending manager 4 salaries reported	$138,250 per year
Manager 3 salaries reported	$130,000 per year
Account manager 2 salaries reported	$102,403 per year

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