Senior Member Experience Officer - Heritage Bank, Crows Nest Branch

People First Bank; Crows Nest; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Uniform allocation

Shine recognition program

Learning and development opportunities

Employee rewards platform

Employee banking benefits

Wellbeing initiatives and EAP

Paid volunteer leave

Job summary

People First Bank is seeking a Senior Member Experience Officer for our Heritage Bank, Crows Nest Community Branch. You’ll be the welcoming face for customers, delivering high-quality service and supporting morning shifts at Highfields on rotation.

You will be empowered to resolve enquiries, discuss tailored financial solutions, assist with digital banking, and manage personal lending applications while maintaining accurate branch cash reconciliations.

Qualifications

• Experience in customer service preferably in banking.
• Willingness to learn and take on new skills.
• Previous lending experience is desirable but training will be provided.

Responsibilities

• Assist customers with enquiries to facilitate easy banking.
• Engage in in-depth conversations to identify suitable products and services.
• Guide customers on using digital banking features.
• Manage personal lending applications for branch customers.
• Handle branch cash reconciliation and ordering.
• Provide timely and accurate customer service.

Skills

Customer service

Lending knowledge (desirable)

Job description

Senior Member Experience Officer - Heritage Bank, Crows Nest Branch

Are you a customer service professional looking to start your career in banking? Working with us as at People's First Bank as a Senior Member Experience Officer, you will be the face of our business and will be responsible for delivering consistently high-quality customer service.

This role is being offered as a full-time, permanent opportunity in our Heritage Bank, Crows Nest Community Branch. You will also be required to support our Highfields Community Branch for a morning shift (9am to 12pm) on rotation as required.

About the role:

As a Senior Member Experience Officer, you'll be the welcoming face our customers look forward to seeing in the branch. This role is ideal for someone who enjoys real conversations that can support our customers with their financial journeys.

You’ll be empowered to:

• Assist customers with their enquiries, making it easy for them to bank with us
• Engage in quality in-depth conversations to help identify the right solutions to suit our customer's individual needs by being a 'guru' on our product and service offering
• Support our customers on how to utilise digital services to enhance their banking experience
• Manage the application process for personal lending for branch customers
• Branch cash reconciliation and ordering
• Provide exemplary customer service that is both timely and accurate.

Be part of a collaborative team and contribute to a successful branch!

About You:

You're a people first team player who understands what great service looks like. Proactive and results driven, you thrive on reaching goals and love making a positive impact for our customers.

This role is for you if you:

• You are a people person who knows what it means to deliver exceptional customer service, in a timely and accurate manner
• You are comfortable striving towards targets and enjoy supporting our members with their short-term and long-term financial goals
• You are ready to learn and take on new skills and have the ability to thrive under pressure
• Previous experience in lending is desirable.

No banking experience? No problem, we'll provide thorough, ongoing training to set you up for success!

This is an opportunity to step into a new role, grow professionally, and continue to make an impact within our organisation. Join us in shaping the future of People First Bank while advancing your career!

Why you'll love working here:

When you come to work at People First Bank, you'll be joining a team of friendly and motivated employees who value making a difference every day for our customers, community, and the planet.

Putting 'People First' starts with our team members and we are committed to creating a workplace where every team member feels respected, included and safe to be themselves.

What you can expect from us:

• You will receive a corporate uniform allocation to build your own capsule wardrobe to represent our new People First Bank Brand
• 'Shine', a peer-driven recognition program that highlights your contributions
• Access to inclusive learning, development opportunities, and diverse pathways for growth and advancement
• Access to a dedicated employee rewards and benefits platform for wellbeing resources and discounts across a wide range of everyday products and services
• Employee banking benefits and discounted insurance products
• Wellbeing initiatives that care for your physical, mental and emotional health, including access to an Employee Assistance Program for you and your family
• Competitive leave benefits, including two days of paid volunteer leave each year through our Good Squad initiative

In 2023, People's Choice and Heritage Bank united to create People First Bank - Australia's largest mutual bank. We are 100% customer-owned with over 700,000 members and 2000+ employees. We have dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory.

We're proud to be an organisation that’s big enough to make an impact; agile enough to influence and do interesting work; and personal enough for you to feel genuinely supported and valued.

Our diversity makes us stronger

People First Bank acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past and present. We are committed to fostering a diverse, inclusive and culturally safe workplace where everyone feels valued, respected and able to thrive. We welcome applications from Aboriginal and Torres Strait Islander peoples and people of all backgrounds, identities and lived experiences. We welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.