Senior Customer Service Representative - Charlestown

IMB Bank; Newcastle-Maitland; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Great training and onboarding

Career progression opportunities

Diversity and inclusion culture

Wellbeing days

Team environment

Job summary

IMB Bank Charlestown is seeking a Senior Customer Service Representative to join the full-time team. You will process personal loan applications, support the branch manager, and engage with members across channels to provide banking solutions and exceptional service.

This role requires experience in financial services, personal lending, and a commitment to delivering accurate, friendly support. Monday–Friday hours at the Charlestown branch ensure consistent service delivery.

Qualifications

• Experience working in financial services.
• Personal lending experience is essential.
• Availability to work full-time, Monday-Friday.
• Proven track record of positive performance and aptitude for learning, technology and business operations.
• Genuine passion for providing great service and positive customer interactions with patience and professionalism.
• Commitment to helping customers with day-to-day banking needs and financial goals.

Responsibilities

• Process personal loan applications from inquiry to approval.
• Support the Branch manager in coaching and leading a small team.
• Engage with members across in-person, online, and phone channels to assist banking and insurance needs.
• Identify opportunities to offer suitable financial solutions.
• Utilise various technologies and platforms, handle cash, and balance.
• Contribute to regional product and service initiatives.
• Maintain high operational adherence to policies and procedures and carry out admin duties.
• Assist in daily branch operational requirements.

Skills

Personal lending experience

Customer service oriented

Job description

Senior Customer Service Representative - Charlestown

TheIMB Charlestown teamis hiring a full-time SeniorCustomer Service Representative.The successful candidate will provide great service to IMB members and support team leadership, personal lendingand branch operations. The hours are8.45am-5.15pm, Monday-Friday working from the IMB Charlestown branch.

About the role

Processing personal loan applications from initial inquiry to approval

Support the Branch manager in coaching and leading a small team

Having conversations and interactions with members via all channels (in person, online and over the phone) andassisting them with their banking and insurance needs and enquiries

Exploring new opportunities to find the right financial solutions that may improve their position

Using various technologies, systems and digital platforms, cash handling and balancing

Contributing to product and service initiatives/activities for the region

Maintaining a high level of operational adherence in line with company and regulatory standards, policies and procedures and carryout administrative duties

Assisting in the daily operational requirements of the branches.

About you

Experience working in financial services

Personal lending experience (essential)

Availabilityto work full-time, Monday-Friday

A proven track record of positive performance and aptitude for learning, technology and business operations

A genuine passion for providing great service, creating positive customer experiences and people interactions with patience and professionalism

Commitmentto helping customers in their day-to-day banking requirements and to achieve their financial goals and dreams.

About IMB

We are proud of our 145-year history helping members achieve their financial goals. As a member-owned bank, we are focused on delivering great experiences, trusted service, and innovative solutions that make banking easier. An award winning and growing organisation, we have donated more than $13 million through our Community Foundation to over 1100 projects in the communities in which we live.

IMB Benefits include:

• Great training and onboarding
• Genuine career pathways and opportunity to accelerate your skills and experience
• A supportive culture that actively promotes diversity and inclusion
• Designated wellbeing days
• Friendly and professional team environment
• Product concessions
• Purchase leave options
• Paid parental leave.

Applications close October 18,2026.