Banking Solutions Associate - Customer Care (Hybrid)

C300 Heartland Bank Australia Limited; Melbourne; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Hybrid working from day one

Flexible work arrangements

18 weeks paid parental leave

Employee discounts platform

Novated leasing

Free annual flu vaccinations

Career development and internal opps

Job summary

Heartland Bank Australia is seeking a Customer Care Associate in Melbourne to be the first point of contact for customers seeking support with reverse mortgages. You will provide compassionate service across phone, email and chat, help customers manage accounts and understand products while maintaining records to quality standards.

Join a collaborative, evolving team and develop expertise in specialist banking through dedicated learning and customer-focused practice.

Qualifications

• 1-3 years' experience in a contact centre, banking or customer service environment.
• Excellent verbal and written communication skills, with the ability to explain information clearly and compassionately.
• Strong problem-solving and decision-making skills, including sound judgement about when to escape.
• The ability to manage high call volumes, competing priorities and multiple systems in a fast-paced environment.
• High attention to detail, professionalism and integrity.
• Confidence using Microsoft Office and CRM or banking software.
• A collaborative approach and commitment to delivering consistently positive customer experiences.

Responsibilities

• Respond promptly and professionally to inbound and outbound customer enquiries about reverse mortgages, leads and other customer needs.
• Explain Heartland products clearly and assist customers with transactions, account management and applications.
• Troubleshoot online and mobile banking issues and guide customers towards practical solutions.
• Manage complaints, resolve issues at first contact where possible and escape complex matters appropriately.
• Maintain complete and accurate customer records in core banking and CRM systems.
• Contribute to customer satisfaction, first contact resolution, call quality and service targets.
• Participate in ongoing learning to stay current with products, policies and regulatory requirements.

Skills

Customer service

Communication

Problem solving

CRM software

Microsoft Office

Tools

Banking software

Job description

Heartland Bank Australia is seeking a Customer Care Associate in Melbourne to be the first point of contact for customers seeking support with reverse mortgages. You will provide compassionate service across phone, email and chat, help customers manage accounts and understand products while maintaining records to quality standards.

Join a collaborative, evolving team and develop expertise in specialist banking through dedicated learning and customer-focused practice.