Member Experience Officer - QLD Contact Centre

People First Bank; Toowoomba Regional; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Recognition program

Learning & development

Rewards platform

Employee benefits

Wellbeing program

Health insurance discounts

Volunteer leave

Job summary

People First Bank in Toowoomba is seeking a Member Experience Officer for its QLD Contact Centre. You will connect meaningfully with customers, handle transactional inquiries, and guide them toward the right financial solutions.

Join a team that emphasizes people-first service, with comprehensive training, flexible shifts including evenings and weekends, and opportunities to grow within a supportive, customer-owned mutual bank.

Qualifications

• Experience in customer service is preferred.
• Ability to communicate with empathy and clarity.
• Willingness to learn new digital systems.
• Flexibility to work 24/7 shifts including weekends.

Responsibilities

• Assisting members with their transactional needs and enquiries.
• Engaging in needs-based conversations to find the right solutions for our members.
• Building relationships to help members achieve long-term financial goals.
• Educating members on how to utilise digital and mobile banking tools.
• Collaborating with your team to achieve strategic goals.

Skills

Customer service

Empathy communication

Digital banking tools

Needs-based conversations

Job description

Member Experience Officer - QLD Contact Centre

We have exciting opportunities for Member Experience Officers to join the team full-time in our People First Bank Contact Centre in Toowoomba.

About the Role:

Being able to connect meaningfully and personally by putting 'People First' is core to our business and helps us to deliver financial security and prosperity to our customers. You will provide high-quality service experiences by initiating quality conversations with our customers, providing the right solutions to assist them in achieving their goals and financial needs.

Operating Hours

The Contact Centre operates 24/7, so availability to commit to flexible shifts including outside of business hours and weekends is essential.

What you'll be doing:

• Assisting members with their transactional needs and enquiries.
• Engaging in needs-based conversations to find the right solutions for our members, every time!
• Building relationships to help members achieve their long-term financial goals.
• Educating members on how to utilise digital and mobile banking tools to enhance their banking experience.
• Collaborating with your team to achieve strategic goals.

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:

• '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.

For questions or support, contact our Talent Acquisition Team:*******@peopleschoice.com.au or **************@heritage.com.au

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.