Member Experience Officer - Heritage Bank, Crows Nest Branch

People First Bank; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Corporate uniform allocation

Shine recognition program

Inclusive learning and development

Employee rewards platform

Employee banking benefits

Wellbeing initiatives and EAP for you/

Volunteer leave program

Job summary

People First Bank, Crows Nest Branch, is seeking a Member Experience Officer to deliver exceptional service and build strong customer relationships. You will listen to needs, propose solutions, and guide customers through digital banking tools, helping them achieve financial security.

In this full-time role, you’ll thrive by delivering empathetic, proactive service, collaborating with the branch team, and continuously learning to improve the customer experience.

Qualifications

• Experience in customer service.
• Able to communicate with empathy and clarity.
• Willingness to learn new digital systems.

Responsibilities

• Assist customers with transactional needs and enquiries.
• Engage in in-depth conversations to identify the right solutions.
• Build relationships to help customers achieve long-term financial goals.
• Support customers in using digital services to enhance their banking experience.
• Navigate multiple systems and software programs.

Skills

Customer service

Communication

Empathy

Digital systems

Teamwork

CRM software

Tools

CRM software

Job description

Member Experience Officer - Heritage Bank, Crows Nest Branch

As a Member Experience Officer,you will be responsible for providing exceptional service to our customers. You will build rapport and trust with customers by listening to their needs, finding solutions to their problems, and aligning them to the right products.

We currently have afull-timeopportunity in our People First Bank, Crows Nest Branch.

About the role:

You will have the opportunity toconnect meaningfully and personally by putting ‘People First’ and help us to deliver financial security and prosperity to our customers.

You’ll be empowered to:

• Assist customers with their transactional needs and enquiries, making it easy for them to bank with us
• Engage in quality in-depth conversations to help identify the right solutions to suit our customer’s individual needs
• Build deep and meaningful relationships with our customers to assist them in achieving their long-term financial goals and where appropriate, initiate referrals to our lending specialists
• Support our customers on how to utilise digital services to enhance their banking experience
• Prioritise and complete tasks accurately and efficiently
• Navigate multiple contemporary systems and software programs
• Be part of a collaborative team and contribute to a successful branch environment.

About You:

You’re a people first team player who understands what great service looks like. Proactive and results driven, you thrive on reaching goals and love making a positive impact for our customers.

You’ll thrive in this role if you:

• Can communicate with empathy and clarity
• Genuinely enjoy helping people by providing positive customer service experiences
• Feel comfortable learning new digital systems
• Bring experience in customer service

No banking experience? No problem, we’ll provide thorough, ongoing training to set you up for success!

This is an opportunity to step into a new role, grow professionally, and continue to make an impact within our organisation. Join us in shaping the future of People First Bank while advancing your career!

Why you’ll love working here:

When you come to work at People First Bank, you’ll be joining a team of friendly and motivated employees who value making a difference every day for our customers, community, and the planet.

Putting ‘People First’ starts with our team members and we are committed to creating a workplace where every team member feels respected, included and safe to be themselves.

What you can expect from us:

You will receive a corporate uniform allocation to build your own capsule wardrobe to represent our new People First Bank Brand

‘Shine’, a peer-driven recognition program that highlights your contributions

Access to inclusive learning, development opportunities, and diverse pathways for growth and advancement

Access to a dedicated employee rewards and benefits platform for wellbeing resources and discounts across a wide range of everyday products and services

Employee banking benefits and discounted insurance products

Wellbeing initiatives that care for your physical, mental and emotional health, including access to an Employee Assistance Program for you and your family

Competitive leave benefits, including two days of paid volunteer leave each year through our Good Squad initiative

In 2023, People’s Choice and Heritage Bank united to create People First Bank — Australia’s largest mutual bank. We are 100% customer-owned with over 700,000 members and 2000+ employees. We have dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory.

We’re proud to be an organisation that’s big enough to make an impact; agile enough to influence and do interesting work; and personal enough for you to feel genuinely supported and valued.

Our diversity makes us stronger

People First Bank acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past and present. We are committed to fostering a diverse, inclusive and culturally safe workplace where everyone feels valued, respected and able to thrive. We welcome applications from Aboriginal and Torres Strait Islander peoples and people of all backgrounds, identities and lived experiences. We welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.