Contact Centre Specialist

Defence Bank Limited; City of Melbourne; Hybrid; AUD 55,000 - 76,000; Full time

Job summary

Defence Bank Limited in Melbourne seeks a Contact Centre Specialist to deliver outstanding service across phone, email, webchat and SecureMail. You will help members with everyday banking needs, process transactions, and promote digital tools, while staying compliant and member‑first.

Join a supportive team focused on delivering exceptional experiences to the Australian Defence community, with opportunities to grow product knowledge and contribute to continuous improvement initiatives.

Qualifications

• Two years’ experience in a retail sales or customer service environment, ideally within financial services.
• Strong communication skills with a genuine passion for helping people.
• A member‑first mindset, with the ability to build trust and rapport quickly.
• High attention to detail, accuracy, and a strong compliance focus.
• Confidence using digital tools and supporting others to do the same.
• Strong organisation, time management, and problem‑solving skills.
• Ability to work autonomously while contributing positively to a collaborative team environment.
• A curiosity to learn, develop banking knowledge, and grow your career within Defence Bank.

Responsibilities

• Supporting members across multiple channels including phone, email, webchat, and SecureMail.
• Assisting with enquiries, transactions, account openings, personal loans, and other member services.
• Delivering timely, accurate, and empathetic service while meeting performance targets and SLAs.
• Encouraging and supporting members to adopt digital banking services and self‑service tools.
• Ensuring all interactions and transactions comply with legislation, Defence Bank policies, and internal processes.
• Maintaining and growing product knowledge to confidently support a broad range of banking needs.
• Proactively advocating for members and promoting Defence Bank products and services.
• Contributing to continuous improvement initiatives and supporting team and bank‑wide priorities.

Skills

Communication

Customer service

Digital literacy

Attention to detail

Compliance

Time management

Problem-solving

Autonomy

Curiosity

Job description

Job Category: Phone/web-based sales and service

About us.
A unique life requires a unique bank.

Defence Bank is a member‑owned bank with a proud history of serving the Australian Defence community for over 50 years.With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.

The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.

Recognised as an Australian HR Awards 2026 Excellence Awardee for Employer of Choice and Best Workplace Flexibility Program, Defence Bank combines a strong people-first culture with a commitment to innovation. From flexible ways of working to the adoption of AI-powered tools such as Microsoft Copilot, we empower our people with the technology, support and autonomy they need to do their best work and continue delivering exceptional experiences for our members. It's not just our employees who think Defence Bank is one of Australia's best places to work.

Job Description

The Opportunity.

As a Contact Centre Specialist at Defence Bank, you’ll be a trusted point of contact for our members, delivering exceptional service across phone, email, webchat, and secure messaging. You’ll support members with their everyday banking needs, complete financial transactions, and help them achieve their financial goals—always putting members first.

This role plays a key part in strengthening relationships within the Defence community, ensuring every interaction is professional, empathetic, compliant, and aligned to Defence Bank values. You’ll also contribute to broader business initiatives and support the ongoing growth of our member base.

What your day looks like?

As the first point of contact for many of our members, you’ll provide professional, empathetic, and timely support. This includes:

• Supporting members across multiple channels including phone, email, webchat, and SecureMail.
• Assisting with enquiries, transactions, account openings, personal loans, and other member services.
• Delivering timely, accurate, and empathetic service while meeting performance targets and SLAs.
• Encouraging and supporting members to adopt digital banking services and self‑service tools.
• Ensuring all interactions and transactions comply with legislation, Defence Bank policies, and internal processes.
• Maintaining and growing product knowledge to confidently support a broad range of banking needs.
• Proactively advocating for members and promoting Defence Bank products and services.
• Contributing to continuous improvement initiatives and supporting team and bank‑wide priorities.

Desired Skills and Experience

About you.

We’re looking for someone who enjoys connecting with people, delivers a positive and memorable member experience, and can identify needs through meaningful conversations to support members with the right banking solutions.

To be successful in this position, you will have:

• At least two years’ experience in a retail sales or customer service environment, ideally within financial services.
• Strong communication skills with a genuine passion for helping people.
• A member‑first mindset, with the ability to build trust and rapport quickly.
• High attention to detail, accuracy, and a strong compliance focus.
• Confidence using digital tools and supporting others to do the same.
• Strong organisation, time management, and problem‑solving skills.
• Ability to work autonomously while contributing positively to a collaborative team environment.
• A curiosity to learn, develop banking knowledge, and grow your career within Defence Bank.