Customer Service Representative

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.