Member Retention Consultant

Bank First Co.; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Be You leave

Free onsite parking

Flexible work arrangements

Be Well program

Parental leave

Job summary

Bank First invites an experienced banking professional to join our member-focused team in Melbourne. You’ll build trust quickly, conduct proactive lending conversations, and deliver tailored solutions that support members’ financial decisions and strengthen loyalty.

With 1–2 years in lending or member retention and a strong knowledge of home lending products, you’ll contribute to sustainable growth while enjoying flexible work arrangements, generous leave, and community-oriented perks at Bank

Qualifications

• 1–2 years' experience in lending or member retention.
• Strong knowledge of home lending products and refinancing.
• Excellent communication, negotiation and problem-solving skills.
• Member-first approach with ability to build trust in conversations.
• Commercial acumen and a results-driven mindset.

Responsibilities

• Help ensure members stay with Bank First by building trust and delivering tailored lending solutions.
• Engage in meaningful conversations to support members during important financial decisions.
• Contribute to sustainable growth by balancing member needs with business objectives.

Skills

Lending experience

Member retention

Relationship management

Financial services

Home lending

Refinancing

Communication

Negotiation

Problem-solving

Customer focus

Job description

Forget what you think you know about banking. We do things differently here. We exist to back teachers and nurses - building a bank designed entirely around them.

We're a customer-owned Australian bank with a clear purpose: making every money moment better. While our organisation has evolved, that deep connection to our purpose is stronger than ever. And now, we're scaling new heights. We're more than a bank - we're building something that gives back in real, everyday ways.

The difference you'll make

You'll help ensure our members stay with a bank that genuinely puts their needs first.

Through meaningful conversations and tailored lending solutions, you'll support members during important financial decisions, helping them achieve better outcomes while strengthening their relationship with Bank First. Your work won't just protect our home loan portfolio, it will build trust, deepen member relationships and contribute directly to the sustainable growth of the Bank.

Every successful retention is an opportunity to make a lasting difference for a member, their financial future and the communities we serve.

Who we're looking for

You're an experienced banking or lending professional who thrives on building strong relationships and supporting members through important financial decisions. You know how to build trust quickly, uncover what's driving a customer's needs, and use your lending expertise to deliver solutions that create value for both the customer and the business.

Whether your background is in home lending, member retention, banking, broker support or relationship management, you're comfortable having proactive conversations, managing competing priorities and working towards measurable outcomes. Most importantly, you're motivated by helping members achieve better financial outcomes and creating experiences that strengthens long-term member loyalty.

You'll also bring:

• 1-2 years' experience in lending, member retention, relationship management or financial services.
• Strong knowledge of home lending products, refinancing and the broader banking landscape.
• Excellent communication, negotiation and problem-solving skills, with the ability to influence positive outcomes.
• A member-first approach, with the ability to build trust and manage complex or sensitive conversations.
• Commercial acumen and a results-driven mindset, balancing member needs with business objectives and performance outcomes.

Why Bank First?

At Bank First, it's not just about profit - it's about giving back. That balance of purpose and performance is how we make a meaningful difference.

At Bank First, you'll find:

• The chance you've been waiting to take: Here, you'll move faster. We support our people to step up into opportunities that set their careers apart.
• The difference you're ready to make: Discover real autonomy and opportunities to innovate and drive meaningful change.
• The bank you'll want to create:Shape the future of purpose-driven banking with a team that values you as a whole person.

You'll also enjoy a range of perks, including:

• 6 extra days of ‘Be You' leave every year, on top of your annual leave.
• Free onsite parking at our Hawthorn East office.
• Flexibility so work fits around your life, not the other way around.
• $285 annual ‘Be Well' contribution for your health, hobbies, or wellbeing, plus wellbeing coaching and tools.
• 12 weeks paid parental leave, super for up to 52 weeks, and flexible return with reduced hours at full pay.
• Paid volunteer leave to support the community partners we're proud to back.

Ready to make your mark?

If you're ready to be bold, move faster and be part of something bigger, we'd love to hear from you.

We are committed to a diverse and inclusive workplace that reflects the members and communities we serve. We welcome applications from people of all ages, cultures, abilities, sexual orientations and gender identities. We aim to provide a recruitment experience that's fair, inclusive and accessible.