Member Experience Officer

About the Role

As a Member Experience Officer at Heritage Bank, you’ll be the welcoming face our members 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.

We have a part-time (66.5 hours per fortnight) opportunity at our Heritage Bank Kmart (Toowoomba Plaza) Branch.

Roster:

- Monday to Thursday 9:15am to 4:15pm
- Friday 8:30am to 4:15pm & 1 in 3 Saturdays 9:00am to 12:00pm

To give you the strongest start, the successful candidate may be required to complete their initial training full-time for 6 weeks (38 hours Monday–Friday). This ensures you feel fully supported, prepared and confident in your role.

At Heritage Bank, we believe every member interaction should feel personal, respectful and genuinely helpful. As a proudly customer-owned organisation, we centre our service around listening, understanding and empowering our customers to achieve their financial goals.

What you’ll be doing

- Helping members with their everyday banking needs and enquiries
- Having meaningful, needs-based conversations to understand what matters most to each customer
- Building long-term, trust-based relationships with our customers to help them achieve their long-term financial goals
- Supporting customers to confidently use mobile and digital banking tools
- Working collaboratively with your team to create a welcoming, inclusive branch environment focused on achieving strategic business goals

What you’ll bring

You’ll thrive in this role if you:

- Communicate with empathy and clarity
- Genuinely enjoy helping people by providing positive customer service experiences
- Have cash-handling experience
- Feel comfortable learning new digital systems
- Bring experience in customer service (banking experience is helpful but not essential)

We value diverse perspectives and different life experiences. If your background doesn’t perfectly match every requirement, we still encourage you to apply — we hire for potential, attitude and alignment with our values.

Why you’ll love working here

In 2023, People’s Choice and Heritage Bank united to create People First Bank — Australia’s largest mutual bank. With over 700,000 members and 1,900 employees, we’re proud to be an organisation that’s large enough to offer opportunity and stability, yet personal enough for you to feel genuinely supported and valued.

Putting ‘People First’ starts with our team members and we are committed to creating a workplace where every team customer 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
- Continuous training, development opportunities and pathways for growth
- Access to the ‘Rewards Gateway’ & ‘Smart Spending’ apps 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
- Corporate health insurance discounts
- Generous leave benefits, including two days of paid volunteer leave each year through our ‘Good Squad’ initiative

Next steps

If this feels like the right opportunity and environment for you, we’d love to hear from you. Click Apply Now to submit your CV and cover letter.

Applications close 8am, Monday 5 January 2026.

For questions or support, contact our Talent Acquisition Team:
hr.recruitment@heritage.com.au

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.

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