Virtual Personal Banking Advisor

Westpac Bank; City of Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Special offers on banking products and

discounts from top brands

Flexible work arrangements for better

Tailored learning and development

Volunteer opportunities

Job summary

Westpac Bank in Melbourne is hiring for multiple full-time, permanent roles in our inbound contact centre at 150 Collins Street. You will deliver outstanding customer service, resolve enquiries, and guide customers through banking options, building lasting relationships in a fast-paced, KPI-driven environment.

Pathways to hybrid work after six months are available as you achieve proficiency, with comprehensive training, career development opportunities and a supportive team culture designed to

Qualifications

• Ideally 12 months of customer service experience.
• Strong communication and relationship-building skills.
• Confidence identifying customer needs and recommending appropriate solutions.
• Ability to thrive in a corporate, KPI-driven environment.
• Customer-first mindset and genuine passion for helping people.
• Proficiency with Microsoft 365 and AI tools.
• Availability to work on a 40-hour rotating roster, covering shifts between Monday-Friday 8am-8pm and Saturday 9am–6pm, including public holidays.

Responsibilities

• Provide outstanding customer service in a fast-paced inbound contact centre.
• Resolve a broad range of enquiries and build customer relationships.
• Identify opportunities to recommend relevant banking products and digital solutions.
• Match customer needs with appropriate banking solutions.

Skills

Customer service

Communication skills

Relationship-building

Identify customer needs

Microsoft 365

AI productivity tools

Tools

Microsoft Copilot

Microsoft 365

Job description

• Start your banking career in our inbound contact centre, helping customers with their everyday banking needs while building valuable financial services experience.
• Onsite role, 150 Collins Street Melbourne
• Enjoy comprehensive training, career development opportunities and a supportive team environment with future hybrid working options.

What's the role?

We have multiple full-time, permanent roles onsite at our Melbourne office commencing 27 November 2026.

In this role you will be providing outstanding customer service by assisting customers with their banking needs in a fast-paced inbound contact centre environment. You'll resolve a range of enquiries, build genuine customer relationships, and take the time to understand each customer's unique circumstances. Through needs-based conversations, you'll also identify opportunities to recommend relevant banking products, services and digital solutions that help customers achieve their financial goals while delivering a seamless and positive customer experience.

The role combines exceptional customer service with the ability to recognise customer needs and match them with appropriate banking solutions

What do I need?

You’ll be the friendly voice guiding our customers through their banking journey. From account enquiries to more complex product-related conversations, you’ll use your communication and questioning skills to understand customer needs, resolve issues efficiently, and provide tailored banking solutions that create value for the customer. This includes identifying suitable products, services and digital banking options that can improve their overall banking experience.

We’re searching for customer service superstars eager to kickstart their career with a reputable bank. Specifically, we’re looking for individuals who possess:

• Ideally 12 months of customer service experience (any industry)
• Strong communication and relationship-building skills
• Confidence identifying customer needs and recommending appropriate solutions
• Ability to thrive in a corporate and professional working environment
• Ability to thrive in a high-paced, KPI-driven environment
• A customer-first mindset with a genuine passion for helping people
• Genuine interest in Banking and Financial Services
• Proficiency using Microsoft 365 applications and AI-powered productivity tools such as Microsoft Copilot
• Availability to work on a 40-hour rotating roster, covering shifts between Monday-Friday 8am-8pm and 9am– 6pm on Saturday. Public holiday availability is also required.

Pathways to a hybrid work model after your first 6 months are available, once you have achieved proficiency in your role

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create Your Future Today

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on ourFAQs and how to contact us page, under the ‘Diversity, Sustainability and Flexibility’ section.