Customer Service Manager - Sylvania

IMB Bank; Wollongong City Council; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Supportive culture

Competitive remuneration

Product concessions

Paid parental leave

Purchased leave

Study assistance

Learning and growth

Job summary

IMB Bank is looking for a Customer Service Manager to join the Sylvania branch as a 2IC/Assistant Manager. You’ll lead the team, manage personal lending operations, and ensure service excellence across in-branch, online, and phone interactions. The role focuses on training, compliance, and delivering banking solutions to members.

The position requires a passion for customer service, leadership potential, and a proactive approach to process improvement within a branch environment.

Qualifications

• Experience in financial services with leadership and/or lending exposure.
• Proven track record of delivering great customer service and coaching teammates.

Responsibilities

• Provide training and leadership to the branch team.
• Interact with members across channels to assist with banking and insurance needs.
• Process personal loan applications and support lending activities.
• Support regulatory and operational adherence and branch administration.

Skills

Leadership

Customer service

Team training

Tools

CRM

Job description

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

Are you looking for your next stepin banking?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 carryout administrative duties
• Assisting in the daily operational and compliance requirements for the branch.

About you

• Availabilityto 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.