Member Experience Advisor

Teachers Mutual Bank Limited; Canberra; On-site; AUD 60,000 - 82,000; Full time

Job summary

Teachers Mutual Bank Limited in Canberra is seeking a Member Service Officer to support members face-to-face in our Belconnen branch, handling everyday banking enquiries, transactions and suitable banking solutions. You will assist members via phone, email and secure messaging, ensuring clear, accurate and positive interactions.

You’ll be part of a frontline team, delivering quality service and building trusted relationships while following risk and compliance expectations.

Qualifications

• Experience providing customer service in a face-to-face or phone-based environment.
• Clear verbal and written communication, with the ability to listen and explain information effectively.
• Strong attention to detail when processing transactions, entering information and maintaining records.
• The ability to identify customer needs and present suitable solutions.
• A collaborative, adaptable approach and willingness to learn banking products, systems and processes.
• Financial Services Reform Tier 2 Accreditation, or willingness to undertake and complete it.

Responsibilities

• Welcome members into the branch and provide clear, professional banking support.
• Process cash and non-cash transactions accurately, where applicable.
• Listen to member needs and recommend appropriate products or services.
• Respond to enquiries through phone, email and secure messaging.
• Make outbound calls to support member campaigns, including term-deposit maturities.
• Maintain accurate records and follow relevant risk, compliance and service requirements.

Skills

Customer service

Communication

Active listening

Attention to detail

Needs assessment

Team collaboration

Education

Certificate IV in Financial Services, Finance or Mortgage Broking

Financial Services Reform Tier 2 Accreditation

Job description

Teachers Mutual Bank Limited in Canberra is seeking a Member Service Officer to support members face-to-face in our Belconnen branch, handling everyday banking enquiries, transactions and suitable banking solutions. You will assist members via phone, email and secure messaging, ensuring clear, accurate and positive interactions.

You’ll be part of a frontline team, delivering quality service and building trusted relationships while following risk and compliance expectations.