Member Support Representative

1 week ago

Melbourne, Victoria, Australia BankVic Full time
About BankVic

We are a community-focused financial institution dedicated to serving those who protect and serve our community. Founded by Victoria Police officers, we have grown to over 120,000 members from the police, health, and emergency services.

We challenge ourselves to try new things, own our mistakes, and call out opportunities for improvement. As a certified B Corporation, we are committed to transparency, accountability, and working in the best interest of our members, community, and each other.

The Role

As a Member Support Specialist, you will be the heartbeat of our member interactions, delivering meaningful experiences by providing exceptional service and personalized support.

This role involves a blend of member service and sales, focusing on answering inquiries, processing banking requests, and promoting our products and services to ensure an enhanced banking experience.

Key Responsibilities
  • Support general member inquiries for banking and insurance products through various channels.
  • Handle, process, and troubleshoot member requests and enquiries.
  • Process new memberships, term deposits, new accounts, and changes to member records.
  • Identify and promote self-service banking options.
  • Conduct outbound calls to follow up on enquiries and in an outbound campaign capacity.
  • Actively identify needs and offer mutually beneficial solutions.
  • Work closely with colleagues to deliver consistent and exceptional member experiences.
  • Conduct all business in compliance with codes, standards, and legislative requirements and BankVic policies and procedures.
Requirements
  • The BankVic values of Together, Honest, and Brave strongly appeal to you.
  • You have a member-centric attitude and a passion for outstanding customer service.
  • Experience with receiving and making calls via phone queues, processes, and techniques.
  • RG146 Tier 2 certification or willingness to obtain it.
  • Excellent interpersonal and intrapersonal skills, with ability to build relationships with customers.
  • You are passionate about your career, being part of a supportive team, finding opportunities for improvement, and taking initiative.
About BankVic's Benefits
  • Discounts and savings on our products and services.
  • Ambulance Victoria Membership reimbursement.
  • Annual flu vaccinations.
  • Employee assistance program.
  • 2 days paid volunteer leave.
  • Ongoing professional development with access to study leave.
  • Reward and recognition program.

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