Customer Service Officer (Claims Processing)

Greenbank Environmental; Mornington; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

30-day training program

Job summary

Greenbank Environmental is seeking a Customer Service Officer to be the first point of contact for retailers, installers and homeowners, guiding them from onboarding to daily support. You’ll build knowledge of our claims processing for STCs, VEECs and ESCs, speaking confidently across the account lifecycle.

You’ll join a close-knit Mornington Peninsula team that values compliance and a friendly customer experience, with opportunities to support events and training as needed.

Qualifications

• Proven customer service experience with phone-based support.
• Detail-oriented with strong compliance mindset.
• Ability to spot inconsistencies in documentation.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office; quick to learn new systems.
• Able to juggle priorities in a fast-paced, regulated environment.
• Experience in renewable energy or regulated industries is a plus.

Responsibilities

• Processing new retailer and installer registrations from intake through to platform go-live.
• Conducting live Teams training session for new customers.
• Identifying and escalating red flags such as mismatched signatures, inconsistent documentation or suspected fraud.
• Acting as the first point of contact for customer enquiries by phone and email and running online training sessions for new customers.
• Supporting claims processing tasks, including claim checking, RFIs and certificate creation, working closely with our Compliance & Processing team.
• Maintaining accurate, audit-ready records across our systems (Monday, Bridgeselect, Xero and related platforms).
• Representing Greenbank at industry tradeshows and customer training sessions as needed.

Skills

Customer service experience

Attention to detail

Documentation checks

Written & verbal communication

MS Office & quick system adoption

Prioritisation in regulated env

Team player

Renewable energy/regulated industry a+

Tools

Microsoft Office

Monday

Bridgeselect

Xero

Job description

Greenbank Environmental helps retailers, installers and homeowners navigate Australia's environmental certificate schemes, including STCs, VEECs, ESCs and PDRS.

We're a small, close-knit team based on the Mornington Peninsula, and we pride ourselves on combining a friendly customer experience with rigorous, compliance-first standards.

The role

We're looking for a Customer Service Officer to be the first point of contact for our retailer, installer and homeowner customers, from onboarding new accounts through to day-to-day support. You'll also build working knowledge of our claims processing function, supporting STC, VEEC and ESC claim checking, RFIs and certificate creation, so you can speak confidently to customers across the full lifecycle of their account.

As a small business, everyone pitches in where needed. You'll work closely with our Operations, Sales and Compliance teams, and there will be times you're asked to help outside your core duties, whether that's supporting a tradeshow, covering a training session, or lending a hand during a busy patch.

What you'll be doing

• Processing new retailer and installer registrations from intake through to platform go-live.
• Conducting live Teams training session for new customers.
• Identifying and escalating red flags such as mismatched signatures, inconsistent documentation or suspected fraud.
• Acting as the first point of contact for customer enquiries by phone and email and running online training sessions for new customers.
• Supporting claims processing tasks, including claim checking, RFIs and certificate creation, working closely with our Compliance & Processing team.
• Maintaining accurate, audit-ready records across our systems (Monday, Bridgeselect, Xero and related platforms).
• Representing Greenbank at industry tradeshows and customer training sessions as needed.

What we're looking for

• Proven customer service experience, including phone-based support and complaint resolution.
• High attention to detail and comfortable following structured, compliance-driven processes.
• Ability to spot inconsistencies or irregularities in supporting documentation.
• Confident written and verbal communication skills.
• Competent with Microsoft Office and quick to pick up new systems.
• Ability to juggle competing priorities and stay accurate in a fast-paced, regulated environment.
• A genuine team player, comfortable pitching in wherever the business needs a hand.

Experience in renewable energy, environmental certificate markets, financial services or another regulated industry is a plus, as is prior exposure to identity or document verification processes. No prior claims processing experience is required - full training is provided.

Why Greenbank

You’ll join a small, supportive team where your work has a direct and visible impact, with structured onboarding (including a 30-day training program) to set you up for success across our certificate schemes.