Hybrid Banking Support Specialist

Heartland Group; Melbourne; Hybrid; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Hybrid work from day one

Parental leave (18 weeks)

Employee discounts

Novated leasing

Vaccinations

Job summary

Heartland Group in Melbourne is seeking a Customer Care Associate to be the first point of contact for customers seeking support with reverse mortgages. You will provide compassionate, accurate service across phone, email and chat, helping customers manage accounts and resolve enquiries.

Join a collaborative team and contribute to high standards of privacy, security and regulatory compliance while developing specialist banking knowledge through ongoing learning.

Qualifications

• 1–3 years experience in a contact centre, banking or customer service.
• Strong verbal and written communication skills with clarity and empathy.
• Sound judgement on escalation and issue resolution.
• Ability to manage high call volumes and multiple systems.
• Commitment to accuracy, privacy and regulatory compliance.

Responsibilities

• Respond promptly and professionally to inbound and outbound customer enquiries about reverse mortgages, leads and other customer needs.
• Explain Heartland products clearly and assist customers with transactions, account management and applications.
• Troubleshoot online and mobile banking issues and guide customers towards practical solutions.
• Manage complaints, resolve issues at first contact where possible and escalate complex matters appropriately.
• Maintain complete and accurate customer records in core banking and CRM systems.
• Contribute to customer satisfaction, first contact resolution, call quality and service targets.
• Participate in ongoing learning to stay current with products, policies and regulatory requirements.

Skills

Customer service

Communication

Problem solving

Attention to detail

Team collaboration

Microsoft Office

CRM software

Banking systems

Tools

CRM software

Banking platforms

Job description

Heartland Group in Melbourne is seeking a Customer Care Associate to be the first point of contact for customers seeking support with reverse mortgages. You will provide compassionate, accurate service across phone, email and chat, helping customers manage accounts and resolve enquiries.

Join a collaborative team and contribute to high standards of privacy, security and regulatory compliance while developing specialist banking knowledge through ongoing learning.