Member Relationship Specialist

**Introduction**:
We are Australia's Defence Bank. Established in 1975, we have 33 branches across Australia, an award-winning mobile app, and over 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 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.

**Description**:
This 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 remotely, and we encourage all applicants over Australia to apply.

**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**:
A customer service star, you’re passionate about providing a consistent yet memorable experience. Your 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 relationship 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:

- Reward and recognition platform - a number of vouchers, discounts, ecards and more
- Thank you day - each year our employee receives one additional day of paid leave for ‘CEO Day’
- Permanent hybrid working model to support every employee's lifestyle needs
- Employee assistance program
- Corporate wardrobe allowance
- Volunteer and community service leave
- Referral reward
- Education Assistance
- Generous Parental Leave benefits

Interested? We'd like to hear from you.

If you would like to be a part of our passionate team, click Apply.

We welcome people from all backgrounds, genders, skill-base, lifestyles, personalities, and ages to provide a variety of understanding and experience to our bank and diverse membership base.