Job Description

Team Member: PSO - 51508

Location: Sydney
Monday - Friday (9am -6pm)/(11:30am - 8:30pm)

How will I help?

The role of Team Member, PSO exists to assist our internal and external customers across a number of customer segments supporting International payments and investigations. You will need to be skilled in both product knowledge and SWIFT formatting, as well as have the ability to use the various systems which support Payment processing, investigations and customer service across the Westpac group.

This role will also include the investigation of Day 2 outstanding items across the PSO business which includes being the central source of information for all International payments that have been sent or received which require investigation for multiple reasons. There is also servicing component within this role which consists of inbound and outbound calls for both internal and external customers as well as managing customer complaints in line with the Westpac group standards.

Key Responsibilities:

Achievement of agreed business service levels and standards
Adherence to legislative and compliance standard and operational risk practices. This includes ensuring all mandatory compliance training is completed on time.
Working towards the Westpac strategy ensuring the customer is put at the centre of everything, identifying ways to simplify our products and processes, growing our business ensuring that we remain strong and working together as one team.
Provide relevant payment information to support the investigation and decisioning of the costs/benefits of options related to outstanding payments issues and compensation
Take ownership of customer query, seeing it through end to end.
Interact with internal stakeholders such as Product Managers, Credit, AML, Financial Markets, GTS, IO NZ, Relationship Managers and Customer Managers as well as external customers and other Financial Institutions.
Identification of opportunities for system and process enhancements for Ignite
Maintain current knowledge of changing processes introduced by internal or external clients
Navigate a range of automated workflow systems and software applications such as, GPP, BankTrade, SWIFT, AMH, TLM, Hogan, Bilby and ACI control centre.
Manage the resolution of customer complaints in line with the Westpac Group standards.
Support agreed PSO resourcing requirements

What's in it for me?

You'll play a significant part of the future of a business that has been around for 200 years. Our purpose is to create better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What do I need?

International and domestic payments knowledge required
Industry knowledge required
Proven experience in delivering high standards of customer service within agreed service levels within a high volume, productivity-driven environment.
Superior skills in handling customer complaints
Strong team work ethic
Strong knowledge of and experience in applying legislative and compliance standards and knowledge of operational risks and applicable to the business.
Experience in adapting to workplace change
Experience in International Payment, Investigation and Customer Service software applications and systems.

What is it like to work there?

We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As well as competitive remuneration and a great culture, joining the Westpac family means you will get some of the best banking, wealth and insurance benefits in the market.

We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We will even pay you to do volunteer or community work.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

How do I apply?

Start here. Just click on the APPLY or APPLY NOW button.

At Westpac, we're all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone-our customers, employees, and the wider community. If you're interested in discussing workplace flexibility, please feel free to mention it in your application.

We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.

Do you need reasonable adjustments during the recruitment process?

We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call 1800 655 592 Option 2.3 or email talentacquisition@westpac.com.au

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