Member Care Specialist
3 days ago
**Introduction**: 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 49 years. With over 28 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. Reporting to the Team Leader, Member Care 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. **This position is accountable for**: - Supporting members needs by proactively coaching and engaging in needs based conversations. - 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. - Seeking and referring all lending related enquiries to the Member Direct team. - Ensuring ongoing compliance with legislation and Defence Bank’s policies and procedures. **Skills and Experiences**: About you. **To be successful in this position, you will 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**: - Excellent communication and customer service skills. - Experience in management and resolution of customer complaints and enquiries. - Strong organisation and administration skills, with attention to detail for accuracy and quality. - Picking up new concepts quickly. - Time management with the ability to handle unplanned interruptions. - Strong presentation and facilitation skills would be an advantage. We count on you. And you can count on us. **We have a great range of employee benefits including**: - Corporate wardrobe allowance. - Savings and discounts across our range of products and services. - Ongoing professional development opportunities. - A "Thank you" day - each year our employees receive one additional day of paid leave. - 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.
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