Member Consultant

Defence Bank; Townsville City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Tier 2 certification support

Product discounts

Extra paid leave

Wardrobe allowance

Rewards platform access

Job summary

Defence Bank is a member-owned bank serving the Australian Defence community for over 50 years. The opportunity is for a Member Consultant delivering outstanding member service in branches across Australia, helping members with personal loans, home lending, savings, deposits, and general insurance.

You will support inbound and outbound calls, open new memberships, and handle branch transactions while maintaining risk and compliance standards.

Qualifications

• Experience within a customer facing retail or administrative team or similar.
• Ability to multitask and prioritise and seek improvement in the way things are done to reduce member effort.
• Strong organisational and communication skills.
• Prior experience in banking desirable but not essential.

Responsibilities

• Consumer Lending Products: Contribute to the branches consumer lending portfolio including personal loans, credit cards and identify home lending opportunities to mobile lenders.
• New Memberships & Services: Open new memberships, new savings accounts, deposit accounts and provide general insurance products to Members.
• Inbound/Outbound Calls: Provide the “best in class” member service for inbound and outbound calls, supporting members from all over the Australia.
• Branch Operations: Pro-actively complete branch activities such as processing over the counter transactions (deposits & withdrawals) account maintenance and contribute to the overall member satisfaction and member service standards.
• Risk and Compliance: Adhere to current policies, procedures and compliance standards.

Skills

Customer service

Retail banking

Communication

Job description

Defence Bank is a member‑owned bank with a proud history of serving the Australian Defence community for over 50 years.With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.

The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.

Recognised as an Australian HR Awards 2026 Excellence Awardee for Employer of Choice and Best Workplace Flexibility Program, Defence Bank combines a strong people-first culture with a commitment to innovation. From flexible ways of working to the adoption of AI-powered tools such as Microsoft Copilot, we empower our people with the technology, support and autonomy they need to do their best work and continue delivering exceptional experiences for our members. It's not just our employees who think Defence Bank is one of Australia's best places to work.

The opportunity.

This role directly supports Defence Bank’s purpose, ensuring that our members can count on us.

You will do this by delivering outstanding member service to meet member needs, whether it be helping them buy their first car, enquire about home loans or providing insurance for an important asset, this role supports Members in their big life moments.

No two days are the same - providing you with variety, flexibility and exposure to many aspects of the Banking world.

What your day will look like?

Member Consultants play a key role in driving the branches growth, delivering outstanding service and building lasting relationships with our members.

Key responsibilities include:

• Consumer Lending Products: Contribute to the branches consumer lending portfolio including personal loans, credit cards and identify home lending opportunities to mobile lenders
• New Memberships & Services: Open new memberships, new savings accounts, deposit accounts and provide general insurance products to Members
• Inbound/Outbound Calls: Provide the “best in class” member service for inbound and outbound calls, supporting members from all over the Australia
• Branch Operations: Pro-actively complete branch activities such as processing over the counter transactions (deposits & withdrawals) account maintenance and contribute to the overall member satisfaction and member service standards
• Risk and Compliance: Adhere to current policies, procedures and compliance standards

About you.

We are looking for someone who connects with people, excels in providing a memorable experience for our members and is able to uncover needs through conversations and provide banking strategies to achieve members goals.

To be successful in this position, you will have:

• Experience within a customer facing retail or administrative team or similar.
• Ability to multitask and prioritise and seek improvement in the way things are done to reduce member effort.
• Strong organisational and communication skills.
• Prior experience in banking desirable but not essential.

Demonstrated experience or skills in:

• Developing effective relationships with your people leader, peers, and colleagues who may work across various locations.
• Comfort using various systems to capture and record data accurately.
• Desire to be a high achiever and motivated by hitting targets.
• Awareness of the ever changing risk landscape.

The successful candidate will have an incredible opportunity to showcase their work ethic and skills, as well as having the option to increase their earning potential as they grow within the role.

All levels of experience are encouraged to apply for this role that will provide you with a rewarding career in banking services.

We count on you. And you can count on us.

We have a great range of employee benefits including:

• Support in obtaining your Tier 2 certification and offer ongoing professional development opportunities.
• Savings and discounts across a range of our products and services.
• Additional days of paid leave await a successful candidate.
• A generous annual corporate wardrobe allowance.
• Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more!

Defence Bank is committed to providing equal opportunities for employment and seek to have a team that reflects our diverse community. We encourage anyone interested in our role and a career at Defence Bank to apply.

All successful candidates will be required to complete employment checks prior to an offer of employment.

Only short listed applicants with Australian Working Rights will be contacted to discuss their application.