Member Experience Officer - Heritage Bank, Kingaroy Branch

People First Bank; Kingaroy; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Uniform allocation for capsule Wardrob

Shine recognition program

Inclusive learning & development

Employee rewards platform

Employee banking benefits

Wellbeing initiatives & EAP

Volunteer leave (2 days)

Health insurance discounts

Generous leave benefits

Job summary

People First Bank is seeking a Customer Service professional to join our Heritage Bank, Kingaroy Branch as a Member Experience Officer. You will be the welcoming face for customers, delivering high-quality service and guiding them through digital banking options.

This role emphasizes real conversations, customer journeys, and building lasting relationships to support financial goals. Comprehensive training will be provided to ensure success in this new position within our community-focused bank.

Qualifications

• Experience in customer service.
• Able to learn new digital systems.
• Proactive and results-driven attitude.
• Communicates with empathy and clarity.

Responsibilities

• Assist customers with transactional needs and inquiries, making banking simple.
• Engage in in-depth conversations to identify the right financial solutions.
• Build strong relationships to support customers' long-term goals and refer to lending specialists when appropriate.
• Help customers navigate digital services to enhance their banking experience.
• Prioritize and complete tasks accurately and efficiently.
• Navigate multiple systems and software programs as part of daily work.
• Be a collaborative team member contributing to a successful branch.

Skills

Customer service

Empathy

Communication

Digital literacy

Job description

Are you a customer service professional looking to start your career in banking? Working with us as a Member Experience Officer, you will be the face of our business and will be responsible for delivering consistently high-quality customer service.

This role is being offered as a full-time opportunity in our Heritage Bank, Kingaroy Branch.

About the role:

As a Member Experience Officer, you’ll be the welcoming face our customers look forward to seeing in the branch. This role is ideal for someone who enjoys real conversations that can support our customers with their financial journeys.

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!

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.

This role is for you 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
• Corporate health insurance discounts 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.