Position Description
Position title
Customer Service Advisor
EFT/Hours
Full-time
Team: Development & Innovation
Team /program area/ location
Program: Good Money
One of the following location:
Collingwood/Dandenong/Geelong
Reports to
Community Finance Store Manager Collingwood/Dandenong/Geelong
Tenure
Fixed term contract to 30 June 2019
Good Shepherd Agreement Collective Agreement 2014
Level 4
Award/certified agreement
Annual salary range from $56,459-$62,362 per annum
($28.57 -$31.56 p/h) plus immediate access to attractive
salary packaging.
Good Shepherd Microfinance – Vision
Good Shepherd Microfinance is Australia's largest microfinance organisation. We offer a range of
people-centred, affordable financial programs for people on low incomes at different financial
stages of their lives.
Vision
Fullness of life for all people, living in connected resilient communities.
Purpose
To enable economic wellbeing for people with low incomes, especially women and girls
Values
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:
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No Interest Loan Scheme (NILS)
StepUP low interest loan
AddsUP Matched Savings Plan
Good Money Community Finance stores
Good Energy
Good Insurance
Good Shepherd Microfinance is part of the Good Shepherd Australia New Zealand network which
was established by the Good Shepherd Sisters.
Customer Service Advisor Good Money
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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 mid-2015, Good Money will be establishing a store in SA partnering with the South Australian
Government.
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
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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
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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
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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.
Customer Service Advisor Good Money
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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:
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A current Police Record Check
Proof of residency, if not an Australian citizen.
Customer Service Advisor Good Money
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Further Information
Applicants are encouraged to visit the Good Shepherd Microfinance and Good Money websites if
any further information is required:
www.goodshepherdmicrofinance.org.au
www.goodmoney.com.au
Please direct questions relating to the position to:
Andrew Knight, National Manager - Good Money
Good Shepherd Microfinance
0427 038 826
Please direct questions relating to the terms, conditions or Good Shepherd
Microfinance to:
Joanne Caruso, HR Manager,
Good Shepherd Microfinance
03 9495 9656
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Applications
Please send us:
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
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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:
Andrew Knight National Manager - Good Money
Good Shepherd Microfinance
Applications to be emailed to [email protected] by COB 8 June 2015.
Interviews will be held 15-26 June 2015.
Customer Service Advisor Good Money
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