Member Service Officer

Laboratories Credit Union Limited; Ryde; On-site; AUD 60,000 - 75,000; Full time

Job summary

Laboratories Credit Union Limited in North Ryde seeks a Member Service Officer to join the Member Service team. You will deliver high-quality service while handling AML monitoring, fraud monitoring and key admin tasks in a varied role.

You will respond to member enquiries, open new memberships, process payments, and support AML compliance. A strong time management and team-focused attitude are essential.

Qualifications

• ASIC Tier II accreditation is essential or willing to complete immediately.
• Experience in credit union or banking environment.
• Proficiency with Microsoft Word and Excel.
• Understanding of AML/CTF Act and privacy code.
• Strong time management and prioritisation.

Responsibilities

• Respond to member enquiries by phone, email and in branch, and resolve.
• Open new memberships and promote products.
• Process payments including BPAY, EFTs and Osko; balance remittance.
• Carry out AML Officer duties and escalate suspicious transactions.
• Monitor card activity and investigate fraud.
• Manage deceased estates and multiple memberships.
• Record and resolve member complaints.
• Complete compliance tasks and maintain documentation.
• Support Lending, Marketing and Finance teams.

Skills

AML monitoring

Banking experience

Communication skills

MS Excel

Team player

Tools

CRM systems

Job description

Laboratories Credit Union Limited – Ryde NSW

We are looking for a Member Service Officer to join our Member Service team at our North Ryde head office. Reporting to the Member Service Team Lead, you will deliver high-quality service to our members while taking responsibility for AML monitoring, fraud monitoring and key administrative functions. This is a varied role where no two days are the same.

Key responsibilities

• Respond to member enquiries by phone, email and in branch, and take ownership of each one through to resolution
• Open new memberships and introduce members to LCU's full range of products, including deposits, fixed investments, personal loans and home loans
• Process payments, including BPAY, EFTs and Osko, and handle daily remittance, balancing, and exception and error processing
• Carry out AML Officer duties, actioning and escalating suspicious transactions as appropriate
• Monitor card and payment activity, investigate fraud, and elevate suspicious activity
• Manage deceased estates, frozen accounts and multiple memberships in the same names in line with Financial Claims Scheme requirements
• Record and resolve member complaints
• Complete compliance tasks on time and keep Member Service processes documented and up to date
• Support the Lending, Marketing and Finance teams when needed

About you

• ASIC Tier II accreditation (essential or willing to complete immediately)
• Credit union or banking experience
• Knowledge of relevant digital, software and IT platforms
• Strong time management, with the ability to prioritise tasks and meet deadlines
• Clear verbal and written communication skills
• A high level of proficiency in Microsoft Word and Excel
• A team-first attitude and the ability to work effectively with others
• Good working understanding of the regulatory framework for the sector, including the AML/CTF Act, the Customer Owned Banking Code of Practice, the National Credit Code, the Privacy Act, the E-Payments Code and responsible lending obligations, or be keen to build that knowledge quickly

About us

Laboratories Credit Union (LCU) is a member-owned financial institution that has put its members first for over 72 years. Our culture is built on highly satisfied members, open and transparent communication, personal integrity, collaboration, innovation and initiative, with a strong compliance focus and a genuine commitment to upskilling and learning.

A full-time role at our North Ryde head office

A supportive, collaborative team that values learning and development

The chance to build deep skills in AML, fraud and compliance