Contact Centre Consultant

Elmo; Traralgon; Hybrid; AUD 55,000 - 65,000; Full time

Benefits offered by this job

14% superannuation

Flexible working options

Wellbeing benefits

Job summary

Bank Australia is hiring for a Contact Centre role in Traralgon. Be part of a values-driven team that supports customers with everyday banking needs through inbound calls, chats, emails and social channels. You’ll work a 38-hour week on a hybrid model within 8am–8pm hours, with a rostered Saturday every few weeks. Commencement date: 10 November 2026.

We offer coaching, development, flexible options, 14% superannuation and wide staff benefits, including wellbeing programs and study support.

Qualifications

• Proven track record of delivering exceptional customer service.
• Ability to build and maintain strong customer relationships.
• Strong written and verbal communication skills.
• Able to prioritise tasks and follow defined processes.

Responsibilities

• Handle customer queries promptly in line with policies and procedures.
• Provide exceptional service as a first point of contact for inquiries.
• Support banking needs via inbound calls, online chat, email and social channels.
• Identify opportunities to promote the bank’s products and services.
• Contribute to ongoing improvements of the customer experience.
• Make outbound calls to welcome new customers and follow up enquiries.

Skills

Customer service

Relationship building

Written communication

Verbal communication

Time management

Problem solving

Job description

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

Are you passionate about helping people and looking to kickstart your career in banking? Join our vibrant Contact Centre team at our Traralgon Office - where purpose meets opportunity.

Commencement date is 10th of November 2026 .

This role will enable you to learn and develop within a values-based organisation, while gaining valuable knowledge and experience in the banking and financial services industry. We’ll support you every step of the way with regular coaching and development – to ensure you are set up for success from day one.

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Manage customer queries in accordance with the bank’s policies and procedures in a timely, professional and efficient manner
• Provide exceptional service to customers, often being a first point of contact for queries
• Support customer’s everyday banking needs via inbound calls, online chat, email and social media
• Identify opportunities to assist customers with the bank’s range of products and services
• Contribute to the development and continuous improvement of our customers’ experience
• Conduct outbound calls to customers to follow up enquiries and welcome new customers to the bank.
• Our Contact Centre hours of operation are 8am-8pm. Consultants work a 38-hour week within these hours Monday to Friday on a hybrid work model and an additional rostered Saturday approximately once every four weeks.

What you will bring

• A solid track record of exceptional customer service
• Confidence in building strong relationships with customers
• Well-developed written, verbal and interpersonal skills
• The ability to determine priorities and follow processes
• Proven ability to work effectively under pressure, multitask and problem solve
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

If your application progresses, you will be invited to attend interviews starting the week beginning 28th of September 2026.

Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. Confirm that you are legally able to work in Australia.

Bank Australia reserves the right to withdraw this advertisement at any time.

Candidates will be progressed as applications are received.

Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.