Contact Centre Service Officer

Teachers Mutual Bank Limited; Sydney; Hybrid; AUD 52,000 - 78,000; Full time

Job summary

Teachers Mutual Bank Limited is seeking a Contact Centre Service Officer to support members through their banking journey. You’ll handle inbound calls, provide online/mobile banking support, and guide customers through digital platforms with a focus on exceptional service.

Ideal candidates have strong communication skills, problem-solving mindset, and adaptability to learn new systems. A hybrid working model is offered, with emphasis on member-first service and product recommendations.

Qualifications

• 2+ years of customer service experience, call centre experience preferred.
• Experience in retail sales, customer service, admin or hospitality.
• Professional customer service and phone manner.
• Tech savvy with MS Office and computer systems.

Responsibilities

• Respond to inbound calls with empathy and professionalism.
• Resolve general banking and technical enquiries including online/mobile support.
• Guide members through digital platforms and troubleshoot issues.
• Offer tailored solutions and promote relevant products and services to members.
• Achieve KPIs aligned with our strategic goals and service excellence.

Skills

Customer service

Call centre

Professional communication

Tech savvy

Team player

Tools

MS Office Suite

Job description

As a Contact Centre Service Officer (CCSO) at Teachers Mutual Bank Limited, you are the friendly voice our members hear when they call us.

You will support members through every step of their banking journey and respond to a variety of enquires while providing excellent customer service.

Key Responsibilities

• Respond to inbound calls with empathy and professionalism


• Resolve general banking and technical enquires including online and mobile banking support


• Guide members through digital platforms and troubleshoot issues


• Offer tailored solutions and promote relevant products and services to members


• Achieve KPIs aligned with our strategic goals and service excellence

About You

• Customer service experience, banking experience is ideal but not required


• Excellent communication skills, verbal and written


• Problem solving mindset and ability to think out of the box


• Comfortable with technology and quick to learn new systems


• FSR Tier 2 Accreditation is nice, if not we will support you with obtaining it

Skills and Qualifications

• 2+ years Customer service experience call centre experience, banking call centre experience desirable


• Retail sales, customer service, and office administration or hospitality experience


• Professional customer service manner/phone manner


• Tech Savvy and good at navigating computer systems including MS Office Suite


• Reliable and a good team player

About Us

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy, and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality, and a focus on striving to deliver exceptional member service.

We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn!

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.