Customer Service Manager - Sylvania

IMB Bank; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Supportive culture

Competitive remuneration

Product concessions

Paid parental leave

Purchased leave options

Study assistance

Learning and growth investment

Job summary

IMB Bank is seeking a Customer Service Manager at the Sylvania branch. You will lead the team, support lending operations and ensure exceptional member experiences across channels.

The role acts as a 2IC/Assistant Manager, focusing on personal lending, compliance, risk and people leadership within a community-focused bank.

Qualifications

• Experience leading teams in financial services environments.
• Exposure to personal lending processes and documentation.
• Strong customer service mindset with a focus on outcomes.

Responsibilities

• Lead and train the branch team to deliver great member service.
• Engage with members across in-person, online and phone channels to resolve banking needs.
• Identify opportunities to offer financial solutions and improve customer outcomes.
• Process personal loan applications accurately and efficiently.
• Utilise banking systems and digital platforms for daily operations and cash handling.
• Support management with coaching and staff development activities.
• Contribute to regional product and service initiatives and maintain regulatory compliance.
• Oversee daily branch operations and administrative duties.

Skills

Leadership experience

Personal lending

Customer service

Banking operations

Regulatory compliance

Team coaching

Job description

• Supportive team environment with great training and career pathways
• Full time opportunity working Monday-Friday
• Perfect role for an aspiring leader in financial services

Are you looking for your next step in banking? We have an exciting opportunity for a full time Customer Service Manager to join IMB's Sylvania branch, providing great 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
• Commitment to 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.

Applications close October 4, 2026.