Customer Support Representative

P&N Bank; Coffs Harbour City Council; Hybrid; AUD 48,000 - 60,000; Part time

Benefits offered by this job

Flexible work arrangements

Education assistance

Mentoring programs

Novated lease program

Paid parental leave

Job summary

P&N Bank is seeking a Customer Support Representative to join the BCU Bank Contact Centre (Omni Channel Services) in NSW. The role delivers sales and service advice to P&N Bank and BCU Bank customers, and handles transactions across channels. It is a permanent, part-time position (0.80 FTE) with training provided.

The role supports 7am–6pm, Monday to Friday, and 9am–5pm on Saturdays, with offices in Perth or Coffs Harbour and a focus on delivering exceptional customer experience.

Qualifications

• Previous experience in a retail and/or customer service role.
• Banking/financial services experience, including insurance, is an advantage.
• Experience delivering sales and service outcomes in a busy environment.
• Strong written and verbal communication.
• Ability to quickly establish rapport with customers or members.
• Strong risk and compliance focus.

Responsibilities

• Answering and returning member phone calls and communicating recommendations.
• Provide sales and service advice to P&N Bank and BCU Bank customers.
• Communicate via Web Chat to answer queries and process transactions.
• Identify opportunities to cross-sell and refer business.
• Maintain up-to-date knowledge of bank news and information for confident delivery.
• Meet and exceed Contact Centre service targets.

Skills

Customer service

Sales orientation

Communication skills

Rapport building

Risk awareness

Job description

Where you’ll add value

As a Customer Support Representative, working in the BCU Bank Contact Centre (Omni Channel Services) team you will provide sales and service advice to P&N Bank and BCU Bank customers to assist in fulfilling their banking and insurance requirements.

This role is responsible for upholding P&N Group brand values and supporting the delivery of our strategic purpose by providing a positive customer experience.

• Answering and returning member phone calls
• Communicating effectively and providing members with recommendations regarding P&N Bank and BCU Bank products and services
• Communicating via Web Chat with members to answer queries
• Accurately processing customer transactions
• Strict adherence to P&N Bank and BCU Bank's policies and procedures
• Providing clear direction and instruction to members with regards to their queries
• Identify opportunities to cross sell and refer business
• Ability to build rapport and proactively resolve queries
• Meet and exceed Contact Centre service targets
• Maintaining up to date knowledge of P&N Bank and BCU Bank news, events and information and be confident in your delivery to members

This is a permanent, part-time role that can be based in the Perth head office or in Coffs Harbour office, requiring availability to work 0.80 FTE (60 hours per fortnight). The contact centre operates 7am-6pm Monday to Friday and 9am-5pm on Saturdays.

The successful candidate will be provided with in-depth training and onboarding.

What sets you up for success

• Previous experience in a retail and/or customer service role.
• Experience in a Banking/Financial Services environment, including insurance, is an advantage
• Experience delivering sales and service outcomes in a busy, outcomes focused environment is desirable.
• Demonstrated ability to learn and utilise system and technology platforms.
• Strong written and verbal communication.
• Able to quickly establish rapport with customers or potential members via phone.
• Personal resilience and adaptability.
• Willing and able to implement new initiatives on an ongoing and regular basis.
• Strong risk and compliance focus.
• Ability to identify risk and elevate where appropriate.

What we can offer you

There’s life at work, and life outside of work – and we understand that.That’s why we offer an extensive range of employee benefits.

• Enjoy flexible work arrangements.
• Be supported with leadership and professional development, such as education assistance, mentoring, and emerging leadership programs.
• Generous discounts on home loans, personal loans, insurance, and other banking products and services.
• An incentive scheme for exceptional performance, up to two weeks’ additional purchased leave per year, and novated lease program.
• 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver.
• Two days’ paid volunteer leave each year to use with a community partner of your choice.
• Employee social clubs in our Perth and Coffs Harbour corporate offices.

About us

Are you looking for a career with endless opportunities? There’s more to us than banking.

We are a competitive Australian retail bank with customer-centricity at the heart of everything we do.

P&N Group is amongst the largest customer-owned banking organisations in Australia, represented by P&N Bank in Western Australia and BCU Bank in New South Wales and southeast Queensland. Our purpose is to enrich the lives of our customers and their communities.

Our culture is the sum of how we do things – and we believe it’s a real point of difference. Our culture is shaped by each and every one of us and by joining us, you will shape it too. We empowerour people, mistakes are seen as an opportunity to learn, and we encourage diverse thinking. We are driven by a shared purpose and come together to build a workplace of trust and belonging for all.

We continue to transform, shape, and develop the products, services, digital tools, and experience we offer our customers of today and tomorrow. To help us achieve our ambitious plans, we’re looking for talented individuals to join our teams across all three states and all areas of our organisation.

What does our recruitment process look like?

The process can include a phone screen, virtual and/or face-to-face interview, psychometric testing, reference checks, and all relevant background checks.

At P&N Group, we are committed to creating an inclusive employee experience and better understanding the needs of our customers. We support this through employee networks, flexible work options, mentoring and initiatives that strengthen inclusion and cultural understanding across the organisation.

We welcome and encourage applications from people of all backgrounds, identities, and lived experiences. This includes people who identify as LGBTQIA+, people with disability and/or who are neurodivergent, Aboriginal and/or Torres Strait Islander peoples, and people of all genders, ages and cultural backgrounds.

If you require adjustments or flexibility during the recruitment process, please contact our Talent Acquisition team at ***********@pnbank.com.au. We’ll work with you to support your participation.

The closing date for applications is 5/10/2026.

(Please note that candidate screening and interviews may be completed prior to advertisement closure date.)

Additional information

• Opportunities for career development and ongoing learning
• Fast paced, dynamic, high-support, call centre environmentUtilise your strong communication and customer service experience