Join a purpose-driven bank where members come first, and every interaction is a chance to make a difference.

As a Customer Service Representative, you'll be the first point of contact for members across multiple channels - phone, email, chat, web forms and service requests. You'll play a vital role in delivering an outstanding, simple, and memorable experience with every interaction.

This role goes beyond answering queries - it's about uncovering member needs, offering tailored banking solutions, and guiding them to smarter digital tools.

You will be a part of a dynamic, tight-knit and inclusive team.

Key Responsibilities?

Customer Experience & Support

Deliver exceptional first-contact service to both new and existing members

Promote digital banking solutions and self-service options

Ensure member satisfaction through quality, timely support

Verify members in line with KYC requirements

Needs-Based Conversations

Identify and refer opportunities for lending, insurance, superannuation, and deposit products

Guide members to the right specialist teams where needed

Problem Resolution

Investigate and resolve member pain points and complaints

Accurately record interactions and resolutions in CRM and complaints registers

Collaborate with internal teams to ensure seamless issue resolution

Continuous Improvement

Stay up to date on banking products, services, and third-party offerings

Complete required training and certifications

Take part in cross-training and personal development opportunities

What You'll Bring?

Skills & Knowledge

Excellent verbal and written communication

Customer-centric mindset and strong phone manners

Ability to interpret, retain and convey information clearly

Sales acumen with a passion for helping people

Digital-savvy with intermediate PC and Microsoft Office skills

Problem-solving ability and a collaborative approach

Experience & Qualifications

Experience in a customer service environment

Experience in financial services is beneficial but not required

Call centre (inbound/outbound) service and sales experience is beneficial but not required

Demonstrated ability to meet or exceed service and sales targets

Tier 2 RG146 - beneficial but not essential

Certificate IV in Customer Service or Financial Services (desirable)

Culture and perks?

Be part of a member-first culture

Work with a supportive and values-driven team

Develop your skills through structured training and hands-on experience

Enjoy a role that offers both challenge and purpose

• Flexibility to work from home after the training period has been completed
• Additional incentive on top of your base

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or call Ksenia Varaksina on 02 8289 3213 for a confidential discussion.