Upside Guide

Support playing cards

About Ferocia

Ferocia began as a small technology organisation, and is now proudly part of the Bendigo and Adelaide Bank Group (acquired in 2021). You may (or may not) know us as the team behind Up (up.com.au), Australia’s most loved digital bank.

Ferocia hits that sweet spot of having a small company rhythm, with a large company reach and resources. We are proud that the Bendigo and Adelaide Bank Group is carbon neutral, community minded, and committed to high standards of corporate governance. Operating under that umbrella allows Ferocia to better pursue its mission: financial empowerment through technology.

Banking is an essential service, for the advantaged, disadvantaged, and everyone in between. We believe that through innovation and empathy, we can help the people who most need it have a better relationship with their money.

About this role

Melbourne based only

We’re looking for experienced and passionate customer support professionals to join our Melbourne based team as we continue on our journey to guide over 800,000 Upsiders on the path towards feeling good about money.

We provide support from 6am-12am, 7 days a week through our super-powered in-app chat 'Talk to Us', driven by our 4 distinctive support values.

Your day to day involves injecting these values into each and every interaction and being the magic behind ‘Talk to Us’. There’ll be times you chat with Upsiders over the phone, but the majority of interactions are via written communication, so a strong writing ability is a must.

You’ll learn to navigate, live and breathe our in-house built customer support software, which powers every interaction. Alongside this, you’ll also be taught to use some more traditional systems for handling some of the more serious banking stuff.

You’ll work shoulder-to-shoulder with a talented team of Ferocians who are constantly striving to improve our systems and the overall support experience. You are completely empowered to provide feedback and work alongside our wider team to improve our in-house systems, ultimately leading to an constantly improving and ever-evolving experience for Upsiders.

Though not everyone works shift work, it’s something you’ll need to be comfortable with. It’s not just about shift work though — our team regularly gets together for professional development with our end goal becoming the most loved customer support team in Australia.

This full-time ‘Upside Guide’ role consists of 5 shifts per week (Between Monday-Sunday).

Local support with love

You'll work closely with our Customer Experience (CX) and Engineering teams to keep up to date on new features and learn to identify and manage customer complaints. You'll collaborate with your peers to deal with different tasks to keep the experience smooth, including: "What is this charge on my card?", "Here is my ID, can I please have an account?", "Why can't I send my money to this place?" or "I need to buy a house, how do I go about that?" (not exhaustive!)

The right people for this role will be excited to join a company with a strong culture of quality, continuous improvement, innovation, accountability, and good vibes! You’ll pride yourself on attention to detail and a passion for helping and teaching others.

Experience, Knowledge & Skills:

  • Customer service experience
  • Banking experience with a knowledge of banking systems (preferred but not a deal breaker)
  • Phone Support
  • Process improvement
  • Tech Savvy
  • Be Up for change

How to apply

Sound exciting? To kick start the process, we want to hear from you 🤓

In 300-500 words, tell us (from an outsider's perspective) what the 4 Up Support values mean to you:

  • Be Quick
  • Be a Mate
  • Be an Expert
  • Be Up

What are your initial impressions of these values and how would you represent them when working with us?

Send your submission through to careers@up.com.au (attn: Megan).

Please include:

  • Resume
  • A brief spiel of your passions
  • The role you’re applying for

We’ll take it from there 😎

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