Member Care Specialist

7 days ago

Melbourne, Australia Defence Bank Full time

**Introduction**:
We are Australia's Defence Bank. Established in 1975, we have 33 branches across Australia, a local Contact Centre, an award-winning mobile app, and 200 employees who make us a great place to work.

As a member-owned bank, we re-invest our profits into improving products and services for the benefit of our members who include the men, women and families that make up the defence community.

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.

We are currently seeking an enthusiastic Member Care Specialist to join our vibrant Member Care Team to provide exceptional customer service and enhance the member experience. Whilst home base for this role is at our newly refurbished Support Office in the heart of Melbourne's CBD, we also support a full hybrid working model enabling you to balance your work and personal lives. This position directly supports our purpose and ensures our members can count on us by delivering outstanding service to meet member needs while achieving agreed performance outcomes and meeting compliance obligations.

**Description**:
What you will do.

**This position is accountable for**:
Supporting the member journey by improving the member experience, retaining existing members, and identifying and acquiring new business.
Supporting members to resolve general enquiries and transactions.
Supporting members’ financial wellbeing and ability to effectively manage financial obligations and debt recovery.

**Skills and Experiences**:
What you will bring.

A customer service specialist, you’re passionate about providing a consistent yet memorable experience. Your knack for uncovering needs, providing appropriately solutions, and achieving results. You connect with people, establishing rapport and trust quickly.

**You have**:
At least 2 years’ experience in customer service and/or call centre and/or collections team, ideally within financial services.
High school certificate or equivalent.

**Demonstrated experience or skills in**:
Achieving agreed goals in line with individual and team plans.
Building effective working relationships with stakeholders at all levels.

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:

- Reward and recognition platform - several vouchers, discounts, ecards and more
- Thank you day - each year our employee receive one additional day of paid leave for 'CEO Day'
- Flexible working options to support each individuals' lifestyle needs
- Employee Assistance Program
- Corporate Wardrobe Program
- Volunteer and Community Service Leave
- Referral Reward
- Education Assistance
- Generous Parental Leave benefits

Interested? We'd like to hear from you.

If you'd like to be part of our passionate team, click 'apply'.

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