Member Relationship Specialist

**Introduction**: We consider it a privilege to serve those who protect us. To deliver on this, we need a team of passionate, dedicated and resilient individuals who are committed to making a difference for our members. About us. A unique life requires a unique bank. Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 48 years. With over 30 branches across Australia and our award-winning app, Defence Bank is where our members need us - anywhere, anytime. The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. Our branch network and support office teams work collaboratively to offer tailored banking solutions that support the Defence Community throughout their banking journey. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people. **Description**: The opportunity. This fixed term contract position directly supports our purpose and ensures our members can count on us by providing home loan expertise to members - both in the writing of new home loans and retaining existing home loan members. Our support office is based in Melbourne; however you will have the option to work within a permanent hybrid working model. **This position is accountable for**: - Delivering outstanding member experience to achieve agreed performance goals - Proactively engaging in needs based conversations with members to review financial products to achieve their financial goals. - Identifying new business opportunities - Acquisition of new home loans and retention of existing home loans. - Variations and tops ups of existing home loans - Completing Member Direct tasks to ensure ongoing compliance with legislation and Defence Bank’s policies and procedures. - Supporting our digital or phone contact methods (both inbound and outbound) as required by our members and the business. - Adhering to the Risk and Compliance framework across the function to protect the member and the bank. - Promoting Defence Bank within Defence, with Defence Industry partners, and within the broader community to grow our member base and product portfolios. - Supporting the business to meet strategic initiatives and ad hoc requests as needed. **Skills and Experiences**: About you. A customer sales and retention star, you’re passionate about providing a consistent yet memorable experience. You have a knack for uncovering needs, providing appropriate solutions, and achieving results. You connect with people, establishing rapport and trust quickly. **You have**: - At least two years’ experience in building and managing relationships with members, within a contact centre environment serving across phone, digital channels and / or face to face. - Experience within financial services would be an advantage. - High school certificate or equivalent. **Demonstrated experience or skills in**: - Preferable experience as a home loan writer and/or home loan retention. - Working credit knowledge - Achieving agreed goals in line with individual and team plans. - Building effective working relationships with stakeholders at all levels. - Time management and prioritisation skills and the ability to manage multiple priorities and requests simultaneously. We count on you. And you can count on us. In joining our team, you'll get access to a great range of benefits including: - A "Thank you" day - each year our employees receive one additional day of paid leave. - Permanent hybrid working model to support every employee's lifestyle needs. - Employee assistance program - Corporate wardrobe allowance - Savings and discounts across our range of products and services. - Referral reward - Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more Interested? We'd like to hear from you. Click to apply.