Contact Centre Consultant

Bank Australia Limited; Traralgon; Hybrid; AUD 52,000 - 78,000; Full time

Benefits offered by this job

Flexible working options

14% superannuation

24/7 free counselling

Free flu vaccinations

Discounted gym memberships

Study assistance

Paid parental leave

Volunteer leave

Bereavement leave

Gender affirmation support

Job summary

Bank Australia is seeking a Customer Service/Contact Centre professional in Traralgon, Victoria. The role focuses on assisting customers with everyday banking needs via calls, chat, email and social channels while delivering exceptional, timely service.

You will learn within a values-based organisation, with coaching and development support. The position operates on a hybrid model, with a 38-hour week and occasional Saturdays.

Qualifications

• Demonstrated track record of exceptional customer service.
• Ability to build strong relationships with customers.
• Strong written and verbal communication skills.

Responsibilities

• Manage customer queries in line with bank policies and procedures.
• Provide exceptional service as a first point of contact for queries.
• Support customers’ everyday banking needs via inbound calls, online chat, email and social media.
• Identify opportunities to assist customers with bank products and services.
• Contribute to continuous improvement of the customer experience.
• Conduct outbound calls to welcome new customers and follow up enquiries.
• Work within a hybrid model with a 38-hour week across 8am–8pm, including rostered Saturdays.

Skills

Customer service

Relationship building

Communication

Prioritization

Multitasking

Problem solving

Job description

Job Category: Banking and Financial Services

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 reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are recieved, rather than after the advertisement closure date. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. 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.