Member Experience Officer

1 week ago

Toowoomba City, Australia Heritage Bank Full time

On 1 March 2023, two of Australia's most successful member-owned banking organisations merged to form Heritage and People's Choice - Australia's leading mutual banking organisation.

We have dual head offices in Toowoomba and Adelaide, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.

Working with us at Heritage Bank as a Member Experience Officer in our Toowoomba Contact Centre you will be the first point of contact for our members and will be responsible for delivering consistent high quality customer service.

About the role

These roles will be based within our Heritage Bank Contact Centre team in our Toowoomba CBD Head Office.

We take great pride in giving our members the best experience we possibly can – consistently, across everything we do. Being member-owned means we are passionate about our members. We need to ensure that with every interaction whether on the phone or face to face, we provide the right solutions and appropriate outcomes. Being able to connect meaningfully and personally with our members is core to our success as it helps us to support our members' financial needs and assist them in achieving their goals.

What you'll be doing

  • Assisting members with their transactional needs and enquiries
  • Engaging in needs-based conversations to find the right solutions for our members, every time
  • Building relationships to help members achieve their long-term financial goals
  • Educating members on how to utilise digital and mobile banking tools to enhance their banking experience
  • Collaborating with your team to achieve strategic goals

Operating Hours
The Contact Centre operates 24/7, so availability to commit to flexible shifts is essential.

Here's what you can do for us

We are looking for team members who are driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people. To be successful in the role you will also need cash handling and reconciliation experience, be digitally savvy and able to quickly grasp new systems. Previous experience in a customer service role and prior experience in banking would be highly regarded.

Why you'll love working here

Putting 'People First' starts with our team members and we are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.

We offer a range of attractive benefits for our team members including career development opportunities, discounts on financial products and services, and celebrate the work of our people through our peer driven recognition program.

When you come to work for us, you'll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet.

If you are ready to join a supportive team who are passionate about the work they do and the results they achieve, then click 'Apply' now and submit your application.

Applications close: 8.00am Monday 24 June 2024.

We are committed to diversity and inclusion and support candidate requests for adjustment to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.

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