Member Support Specialist

BankVic; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Discounts and savings on products and

Extra five days of leave

Ambulance Victoria Membership

Employee assistance program

2 days paid volunteer leave

Parental leave provisions

Study leave for development

Reward and recognition program

Job summary

BankVic is seeking a Member Support Specialist in Melbourne to deliver high‑quality service to members and promote banking products when appropriate. The role combines service and sales support with inbound/outbound calls, emails, and transaction processing.

You will work in a hybrid office setup, receive comprehensive training, and support a diverse member base while upholding regulatory standards and BankVic policies. This is a full-time position in Melbourne CBD.

Qualifications

• Experience in queue-based contact centre environment.
• Willingness to complete RG146 with support.

Responsibilities

• Be the first point of contact for members via phone and email.

Skills

Inbound calls

Outbound calls

Customer service

Sales in financial services

Banking systems

Queue management

Compliance awareness

Team collaboration

Coaching and feedback

Education

RG146 Tier 2 certification

Tools

Banking software

Job description

As a Member Support Specialist, you'll be the first point of contact for customers (we call them members), playing a key role in delivering meaningful, high-quality service experiences.
This role combines a blend of service and sales support - answering enquiries, processing banking transactions, and promoting BankVic's products and services when relevant to ensure a seamless and rewarding banking experience for our members.
Our Contact Centre is open from 8:00am to 6:00pm, Monday to Friday. You'll join a rotating roster, and we'll set you up for success with comprehensive training and hands-on support every step of the way.

In this role you will:

• Be the first point of contact for members, supporting them with their banking via inbound and outbound phone calls and emails.
• Process a wide range of requests including account, card, and transaction enquiries, support for savings and term deposit needs, and general insurance and lending referrals.
• Resolve member queries with care and confidence, including identifying needs and offering tailored, mutually beneficial solutions.
• Champion digital and self-service options, helping members bank smarter and more conveniently.
• Make proactive outbound calls to follow up on member needs and contribute to targeted campaign activity.
• Collaborate with your team to deliver seamless and consistent experiences across all member touchpoints.
• Operate with integrity, always aligning with regulatory standards, codes of conduct, and BankVic's policies and procedures.

The Role:

As a Member Support Specialist, you'll be the first point of contact for customers (we call them members), playing a key role in delivering meaningful, high-quality service experiences.
This role combines a blend of service and sales support - answering enquiries, processing banking transactions, and promoting BankVic's products and services when relevant to ensure a seamless and rewarding banking experience for our members.
Our Contact Centre is open from 8:00am to 6:00pm, Monday to Friday. You'll join a rotating roster, and we'll set you up for success with comprehensive training and hands-on support every step of the way.

In this role you will:

• Be the first point of contact for members, supporting them with their banking via inbound and outbound phone calls and emails.
• Process a wide range of requests including account, card, and transaction enquiries, support for savings and term deposit needs, and general insurance and lending referrals.
• Resolve member queries with care and confidence, including identifying needs and offering tailored, mutually beneficial solutions.
• Champion digital and self-service options, helping members bank smarter and more conveniently.
• Make proactive outbound calls to follow up on member needs and contribute to targeted campaign activity.
• Collaborate with your team to deliver seamless and consistent experiences across all member touchpoints.
• Operate with integrity, always aligning with regulatory standards, codes of conduct, and BankVic's policies and procedures.

Hours, Training and Location:

• Office location: Melbourne CBD.
• Permanent full-time.
• Work Flexibility: Hybrid
• Our Contact Centre is open from 8:00am - 6:00pm Monday to Friday.
• Comprehensive training is provided.

To be successful in this role, you will have:

• Proven experience handling both inbound and outbound calls within a queue-based contact centre environment.
• A strong alignment with BankVic's values of Together, Honest, and Brave.
• A genuine passion for delivering exceptional service and creating positive experiences for every member interaction.
• Experience with receiving and making calls via inbound and outbound phone queues, processes, and techniques.
• Familiarity with financial products and services, or the ability to quickly gain proficiency with banking systems and tools.
• A background in customer service and sales within the financial services industry, with a track record of meeting compliance standards while achieving service and sales targets.
• RG146 Tier 2 certification (or a willingness to complete this with BankVic's full support as part of your development).
• Outstanding communication skills and the ability to build meaningful connections over the phone.
• A proactive, solutions-focused mindset – you enjoy working as part of a team, identifying ways to improve, and stepping up when opportunities arise.
• A motivation to grow through regular coaching, feedback, and 1:1 support, viewing each as an opportunity to elevate your performance and impact.

What we can offer:

• Discounts and savings off a range of our products and services.
• Access to additional five days of leave.
• Ambulance Victoria Membership.
• Employee assistance program.
• 2 days paid volunteer leave.
• Generous parental leave provisions.
• Ongoing professional development with access to study leave.
• Reward and recognition program.

About BankVic:

BankVic is the member-owned bank for those who serve our communities - police, emergency, and health workers. We exist to help our members and communities go further in life, by living our values: Together, Honest, and Brave.

As a smaller bank, we offer something bigger - personal service, meaningful relationships, and real impact. We focus on individuals, tailoring support to help each person achieve their goals.

Our size also means broader opportunities for our people. You'll gain exposure across the organisation and be part of work that matters.

If you're looking for more than just a job, if you want purpose, connection, and the chance to make a difference, BankVic is your smaller bank of bigger opportunity.

At BankVic, we believe that diversity and inclusion make us stronger.

We value the unique perspectives and experiences each person brings to our team. If you require any support or adjustments during the recruitment process, please let us know, we're here to help make your application experience as smooth as possible.

Even if you don't meet every requirement listed, we encourage you to apply. Your potential and passion matter just as much as your qualifications, and you might be exactly who we're looking for.

Ifyou'reseekingtomakeadifferenceandfindpurposeinyour work, it's time to join us atBankVic.

Applications close Friday, 6 November 2026 (although we encourage you to apply today, as we review applications as they come in and reserve the right to close applications early).

Note: as part of our recruitment process, we require successful candidates to undertake background checks.

BankVic are managing this opportunity in-house, so we kindly ask that recruitment agencies do not share unsolicited applications or contact the hiring manager.