Matthew De Boni Email & Phone Number

Australia

West Coast Customer Contact Centre

The Team Manager is a key people leadership role within Customer Contact Centre. I am responsible for leading a team of 14 bankers.As Team Manager I assist bankers to provide a superior customer experience across a range of products and services by providing side by side coaching and call monitoring to improve results on key performance indicators. I also support bankers in creating opportunities and committing to customers, and help bankers to assist customers. I am responsible for executing plans to address identified performance gaps and also assist in delivering against national and local business performance initiatives. As a Team Manager I am responsible for the development and career planning of the bankers through regular 1:1’s and career conversations. I support the State Manager in driving customer experience and employee engagement, through facilitating team meetings, delivering strategic communication, arranging team huddles and sales meetings. I also help drive a sales culture by embedding the sales conversation framework and by understanding and completing sales analysis for the team members.As Team Manager I am responsible for facilitating any on the job learning that is required for a banker to become fully proficient in their role. I am also responsible for complaint management, taking accountability for complaints that are escalated to me.

West Coast Customer Contact

Digital Ambassadors are key to the education of Westpac's front-line employees and customers on the features & benefits of digital consumer & business offerings.The role is aimed at providing support to employees to allow them to have better conversations with customers around digital.

West Coast Customer Contact Centre

The Business Coach is responsible for working with the centre leadership team and bankers to achieve and exceed business objectives. The Business Coach drives excellence in the business through coaching and performance management.Together with the leadership team, the Business Coach holds accountability to deliver on the performance expectations for the centre and wider business. On top of normal performance, they are also responsible for delivery against national and local business performance initiatives.The Business Coach is responsible for one on one and group coaching of Bankers. The Business Coach partners with Team Managers to ensure that the sales focus within the Centre drives the desired outcomes. Sales conversations form a major part of the coaching agenda. The Business Coach is responsible for analysing performance data from within the Centre to identify the root cause of any performance gaps. They will then create an action plan to address identified performance gaps and will engage the Team Manager to assist with executing actions plans through side by side coaching and call monitoring.The Business Coach plays a crucial role in driving bankers and their Team Managers to deliver on the conversation framework through setting coaching goals, effective planning and preparation for coaching sessions and commitment to helping bankers and Team Managers to achieve their goals.

West Coast Customer Contact Centre

The role of a Mortgage Relationship Consultant is to proactively manage existing customer relationships through acting on leads. The role is to retain customer relationships, primarily acting on mortgage retention opportunities. They are responsible of fulfilling banking needs of customers end to end by having quality conversations to better understand their needs whilst achieving specific performance objectives aligned to the role.The role works in a blended inbound/outbound call environment to comprehensively meet expectations for the optimal retention of customers with deposit and mortgage products.A Mortgage Relationship Consultant is skilled and specialised in conducting a needs based conversation to uncover a customer’s banking requirements. They take every opportunity to help customers to grow by matching appropriate solutions across a range of mortgage products including loan increases. They can also recommend and fulfil customer requests for deposit accounts, credit cards and personal lending.The role also maximises opportunities to contribute to shareholder value through building customer relationships, informing customers about relevant products and services, highlighting alternative channels or products and arranging referrals to business partners especially around related products such as insurance products.A Mortgage Relationship Consultant also help create opportunities for customers by asking appropriate questions and recommending appropriate products and commit to customers by taking responsibility for helping customers and doing what they say they will do.