Customer Solutions Administrator at Tyro

Customer Solutions, Temp, Sydney, NSW sydney
Description
Posted a month ago

Why work for us

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our over 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses.

🎥 Take a look here what it's like to work at Tyro

A little bit about the function you will be a part of
Tyro's Customer Solutions team sits within the Customer Success & Support team, which contributes hugely to Tyro’s growth and success. We provide account management and banking services to over 80% of Tyro’s merchant base. We actively maintain a strong culture that allows us to be more flexible and offer our customers a higher level of service than other banks. We provide core banking services to over 30,000 small and medium business across Australia, so we take Risk, Compliance and quality pretty seriously. It's an environment that changes constantly, and we need to be able to adapt to new circumstances and the changing needs of our internal and external customers.
 
Your accountabilities
As the Customer Solutions – Admin Health Specialist, you are responsible for assisting the Customer Solutions and Customer Success Teams for tasks related to Health administration, incidents (remediation), complaints investigation, processing customer refund requests, projects/product launches and other complex administration tasks.  You will need to work closely with your peers and other internal stakeholders to assist with any customer request.

Main activities:

  • Your primary responsibility is to partner with our Health Account Managers and action Health Administration request either by phone or email and support in completing required administration forms
  • Leverage your internal stakeholder relationship to assist in driving the completion of Customer requests
  • Establish a detailed understanding of Tyro; use analytical thinking to apply it to your day-to-day work
  • Be a point of contact for existing Health merchants supporting ad hoc requests
  • Assist the Complaints, Collections or Asset Recovery teams with any administrative or customer facing work
  • Work on any complex administrative work within the Customer Success team.
  • Review and process customer documentation in line with Tyro’s KYC (Know Your Customer) requirements
  • Assist with delivering any remediation work that impacts Tyro Health merchants
  • Be part of product launches through the ‘behind the scenes’ work
  • Identify and share process improvement opportunities to mitigate risk within the Customer team
  • Make every effort to provide customers with ‘First Call Resolution’
  • Proactively seek to expand your knowledge on Tyro's products and services and stay up to date with any changes
  • Maintain and develop personal brand
  • Display a competent level of business acumen
  • About you:

  • Have a keen attention to detail
  • Excellent problem solving skills
  • Continuously look for opportunities for process improvements
  • Have loads of initiative
  • Have an enthusiasm for customer service and satisfaction
  • Build strong relationships both with customers and internal stakeholders
  • Contribute to the energetic and vibrant Tyro culture
  • Perks & Benefits
    We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more!

    Our Story
    Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 500 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider – Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With 10 industry firsts to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses.

    Values
    Wow the Customer - We love our customers and we want them to love us too.
    Be Good - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard.
    Commit to Greatness - We think big, move fast and dare to be different. We're always asking "what's next?"
    Stay Hungry - We ooze passion and determination and we play as a team to win.

    Privacy and Submitting your Application
    By proceeding to submit your application, you acknowledge that you have read and understood Tyro’s Privacy Policy (www.tyro.com/privacy-policy/) and Privacy Statement & Consent for Job Applicants (www.tyro.com/privacy-statement-job-applicants/) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies.

    Tyro does not accept unsolicited agency CV’s.  Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes.