Position Description

Size: px

Start display at page:

Download "Position Description"

Benedict Marshall
8 years ago
Views:

1 Position Description Position title EFT/Hours Team /program area/ location Reports to Customer Service Advisor Full-time Team: Development & Innovation Program: Good Money Salisbury, South Australia Community Finance Store Manager - Salisbury Tenure Fixed term contract to 30 June 2018 Award/certified agreement Good Shepherd Agreement Collective Agreement 2014 Level 4 Annual salary range from $56,459 to $62362 per annum ($28.57 to $31.55 p/h) plus immediate access to attractive salary packaging. Good Shepherd Microfinance Vision Good Shepherd Microfinance is a member of the network of national and international organisations sponsored by the Good Shepherd Sisters. Vision Purpose Values Fullness of life for all people, living in connected resilient communities. To enable economic wellbeing for people with low incomes, especially women and girls Human dignity, respect, social justice, audacity, compassion and reconciliation Good Shepherd Microfinance operates from the High Street, Northcote location, with a national focus to coordinate, deliver and develop a range of programs including: No Interest Loan Scheme (NILS ) StepUP low interest loan (National) NILS Network (National, Victoria, Queensland) AddsUP Matched Savings Plan Good Money Community Finance stores (Victoria Collingwood, Dandenong & Geelong) Good Energy Good Insurance 1

$56,459 to $62362 per annum ($28.57 to $31.55 p/h) plus immediate access to attractive salary packaging.

2 Position Good Money in Victoria is a joint initiative of Good Shepherd Microfinance (GSM), NAB and the Victorian State Government providing community finance products and services within a retail shop front model. Currently there are 3 outlets located in Collingwood, Dandenong and Geelong. In January 2015, Good Money will be establishing a store in South Australia. The Good Money Customer Service Advisor is the face of Good Money and will be the initial contact for customers. In guiding customers through the various products and services offered by Good Money the Customer Service Advisor will provide direct delivery of services such as NILS, StepUP and Financial Counselling (if accredited). Additionally, they will contribute to the smooth day-to-day operation of the Good Money store. The Good Money Customer Service Advisor will have responsibilities in the following areas: 1. Customer service Greet customers and guide them through the community finance options. Respond to enquiries (phone, face-to-face and online), uncover needs and make appropriate products and service recommendations. Assist people from diverse backgrounds with complex needs in a way that is respectful, appropriate and professional. When needed utilise local networks to provide information and make customer referrals to other support services. 2. Service delivery Assist customers with all aspects of preparing applications for community finance products. Conduct one-on-one interviews with customers as part of the loan application process or financial counselling (if accredited as a financial counsellor). Respond to enquiries regarding established loans and ongoing loans management and collection. 3. Administration and office management Ensure accurate customer records are kept using Good Money s customer database. Perform day-to-day administrative duties including ordering of stationery and brochures/information, data entry, maintaining petty cash and ensuring a clean and safe working environment. Liaise with community partners to ensure smooth rostering and scheduling of customer appointments and interpreters. 4. Compliance Comply with all existing policies and procedures in relation to service delivery. Adhere to all occupational health and safety policies and procedures and ensure a clean and safe work place for staff and customers. Relationship The Customer Service Advisor will work under the direction of the Community Finance Store Manager who will assign work priorities as required. The position will be based at one of the Good Money stores in Victoria and will be required to travel to other sites from time to time. 2

The Good Money Customer Service Advisor is the face of Good Money and will be the initial contact for customers.

3 Key selection criteria 1. Ability to establish rapport with customers from diverse backgrounds and complex needs and provide efficient and high quality customer service. Experience in retail, hospitality, sales, banking or other customer service environment is required 2. Demonstrated experience in uncovering customer needs and matching appropriate solutions and the ability to articulate and work through relevant budgeting and numerical processes with customers. 3. Demonstrated experience in administrative and office management processes, such as petty cash, appointment management and rostering. 4. Competent in computer skills, including Microsoft Office and use of customer databases, with an ability to pay attention to detail. Follows procedures, processes and compliance requirements whilst paying attention to detail. 5. Ability to work under pressure through effective planning and prioritising and being flexible/ adaptive to change. 6. The capacity and commitment to work in alignment with the values of Good Shepherd Microfinance and understand the issue of financial exclusion in Australia. Additional Information Occupational Health and Safety (OH&S): All employees are required to carry out their duties in a manner that does not adversely affect their own health and safety and that of others by reporting all incidents and injuries as well as cooperating with any measures introduced in the workplace to improve OH&S. Pre-existing injury: The person appointed to this position will be required to disclose any preexisting injuries or disease that might be affected by employment in this position. This will assist the organisation in providing a safe work environment for staff. Equal opportunity: Good Shepherd Microfinance is an equal opportunity employer. All staff have a responsibility to be familiar with and adhere to Good Shepherd Microfinance policies and procedures. Cultural competency Good Shepherd Microfinance is striving to become a culturally competent organisation. All staff are expected to undergo regular cultural competence training as part of their professional development plans. Salary packaging is available to all ongoing and fixed term staff. Employment is subject to: A current Police Record Check Proof of residency, if not an Australian citizen. 3

Demonstrated experience in uncovering customer needs and matching appropriate solutions and the ability to articulate and work through relevant budgeting and numerical processes with customers. 3.

4 Further Information Applicants are encouraged to visit the Good Shepherd Microfinance and Good Money websites if any further information is required: Please direct questions relating to the position to: Elliot Anderson, Senior Consultant, Community Finance & Development National Australia Bank Please direct questions relating to the terms, conditions or Good Shepherd Microfinance to: Joanne Caruso, HR Manager, Good Shepherd Microfinance

au Please direct questions relating to the position to: Elliot Anderson, Senior Consultant, Community Finance & Development National

5 Please send us: Applications 1. A covering letter (1-2 pages) which explains your interest in the job and working with Good Shepherd Microfinance 2. A statement addressing the Key Selection Criteria. Only those candidates that complete the Key Selection Criteria will be considered. Under each of the criteria, identify your relevant skills, knowledge and experience. Use practical examples (max. 300 words per criteria) 3. A resume which includes: personal contact details including your daytime contact number qualifications, other education and training work history showing dates, employers, job titles, responsibilities community involvements and interests, if any contact details of three referees including at least one recent and direct supervisor and one other professional referee (We will only contact them with your approval) Please address applications to: Michelle Crawford Deputy CEO Development & Innovation Good Shepherd Microfinance Applications can be ed to Careers@gsmicrofinance.org.au by COB 24 September 2014 Interviews will be held 1-3 October

Position Description

Position Description Position title Hours Location Reports to Tenure Salary Level & Agreement Manager Enterprise Development 1.0 FTE / 38 hours per week Northcote, Dandenong, Collingwood, Geelong Deputy