Customer Service Manager/2IC - Sylvania

IMB Bank; Sydney; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Supportive culture

Competitive pay

Product concessions

Paid parental leave

Purchased leave

Study assistance

Learning & growth

Job summary

IMB Bank is seeking a Customer Service Manager at the Sylvania branch. This full-time role acts as a 2IC/Assistant Manager, focusing on personal lending, operations, compliance, risk and team leadership.

You will lead training, engage members through multiple channels, and drive improvements in service and banking solutions while balancing daily branch operations.

Qualifications

• Availability to work full-time, Monday–Friday from IMB Sylvania.
• Experience in financial services with leadership and/or lending exposure.
• Proven track record of positive performance and aptitude for learning, technology and business operations.
• Genuine passion for delivering great service and positive customer interactions.
• Commitment to helping customers with day-to-day banking needs and achieving financial goals.

Responsibilities

• Provide training and leadership to the team.
• Engage with members across channels (in person, online, phone) and assist with banking/insurance needs.
• Identify opportunities to propose suitable financial solutions for members.
• Process personal loan applications.
• Utilize banking systems and digital platforms; handle cash and balancing.
• Support management with coaching and staff development activities.
• Contribute to regional product and service initiatives and activities.
• Maintain high operational adherence to policies, procedures and compliance.

Skills

Leadership

Lending

Customer service

Technology

Job description

We have an exciting opportunity fora full timeCustomer Service Managerto join IMB's Sylvania branch,providinggreat service to members and support to the team. This role acts as a 2IC/Assistant Manager within the branch and is focused on personal lending, operations, compliance, risk and team leadership.

About the role

• Providing training and leadership to the team
• Having conversations and interactions with members via all channels (in person, online and over the phone) and assisting them with their banking and insurance needs and enquiries
• Exploring new opportunities to find the right financial solutions that may improve their position
• Processing personal loan applications
• Using various technologies, systems and digital platforms, cash handling and balancing
• Supporting management, coaching and staff development activities
• Contributing to product and service initiatives/activities for the region
• Maintaining a high level of operational adherence in line with company and regulatory standards, policies and procedures and carry out administrative duties
• Assisting in the daily operational and compliance requirements for the branch.

About you

• Availability to work full time, Monday-Friday from IMB Sylvania
• Experience working in financial services, with exposure to leadership and/or lending
• A proven track record of positive performance and aptitude for learning, technology and business operations
• A genuine passion for providing great service, creating positive customer experiences and people interactions with patience and professionalism
• Commitmentto helping customers in their day-to-day banking requirements and to achieve their financial goals and dreams.

About IMB

We are proud of our 145-year history helping members achieve their financial goals. As a member-owned bank, we’re focused on delivering great experiences, trusted service, and innovative solutions that make banking easier. An award winning and growing organisation, we’ve donated more than $13 million through our Community Foundation to over 1100 projects in the communities in which we live.

IMB Benefits include:

• A supportive culture that actively promotes inclusion
• Competitive remuneration
• Product concessions
• Paid parental leave
• Purchased leave options
• Study assistance
• Genuine investment in your learning and professional growth.