Member Service Officer

Teachers Mutual Bank Limited; Canberra; On-site; AUD 60,000 - 70,000; Full time

Job summary

Teachers Mutual Bank Limited in Canberra (Belconnen) is seeking a Member Service Officer to assist members with everyday banking, transactions, and suitable solutions, across face-to-face and digital channels.

You will welcome members, listen to needs, recommend products, and maintain records while adhering to risk and compliance requirements. This permanent full-time role reports to the Branch Manager at Belconnen.

Qualifications

• Experience providing customer service in face-to-face or phone-based environments.
• Clear verbal and written communication with ability to listen and explain information effectively.
• Strong attention to detail when processing transactions and maintaining records.
• Ability to identify customer needs and present suitable solutions.
• 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 risk, compliance and service requirements.

Skills

Customer service

Verbal & written communication

Attention to detail

Identify customer needs

Collaborative/adaptable

Tier 2 Accreditation

Education

Certificate IV in Financial Services/Finance or Mortgage Broking

Tools

Microsoft Office

Internal banking systems

Job description

Help members feel supported, understood and confident about their banking

If you enjoy helping people, solving everyday problems and building trusted relationships, this is an opportunity to bring your customer-service strengths into a purpose-led banking environment.

As a Member Service Officer, you'll support members face to face in one of our branches, helping them with everyday banking enquiries, transactions and suitable banking solutions. You'll also assist members through phone, email and secure messaging, making each interaction clear, accurate and positive.

Why the role matters

For many members, you'll be the person who makes their banking easier to understand and navigate. By listening carefully, asking helpful questions and following through, you'll help members access the products, services and support that meet their needs.

This is a frontline branch role reporting to the Branch Manager. On offer is a permanent full time role based at our Belconnen branch in Canberra.

What you'll gain

• A permanent, full-time role.
• The opportunity to build your knowledge of banking products, services and processes.
• Experience supporting members across face-to-face, phone and digital channels.
• A role where quality conversations and strong member relationships matter.
• The chance to develop a long-term career in a member and customer-service environment.

What you'll do

• 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.

What you'll bring

Essential

• 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.

Nice to have

• Previous banking or financial-services experience.
• Experience handling cash, transactions, foreign exchange or branch operations.
• Previous sales experience based on understanding customer needs.
• Experience with unsecured lending.
• Certificate IV in Financial Services, Finance or Mortgage Broking.
• Confidence using Microsoft Office applications and navigating internal systems.

If your experience comes from retail or another customer-facing environment and you can demonstrate strong service skills and the ability to learn, we encourage you to apply.

Why TMBL

At TMBL, you'll have the opportunity to make everyday banking clearer and more personal for members. This role will suit someone who values quality service, enjoys building relationships and wants to develop their capability in a purpose-led banking organisation.

About TMBL

Teachers Mutual Bank Limited is one of Australia's largest mutual banks.

For 60 years, we've been helping Australians achieve their financial goals while staying true to our purpose: banking for good.

As a 100% member-owned bank, our profits are reinvested to benefit our members, communities and the causes that matter most. Our commitment to social and environmental impact is embedded in everything we do - from the products and services we offer to the way we support our people and communities.

We're proud to be a Certified B Corp, reflecting our commitment to high standards of social and environmental performance, transparency and accountability.

Across our five retail brands, we support more than 280,000 members, including many working in education, emergency services and healthcare — people who make a difference in communities every day.

When you join our bank, you'll become part of a values-led organisation where passion, excellence, growth and sustainability guide the way we work. Together, we're creating an inclusive culture, delivering great member experiences, and proving that banking can be a force for good.

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.