Member Experience Officer

Member Experience Officer - Heritage Bank, Contact Centre

**About the role**:
We have an exciting opportunity for **Member Experience Officers** to join the team full-time in our **Heritage Bank Contact Centre** in **Toowoomba.**

Being able to connect meaningfully and personally by putting 'People First' is core to our business and helps us to deliver financial security and prosperity to our members. You will have demonstrated offering legendary member experiences by initiating quality conversations with our members resulting in the right solutions assisting them to achieve their goals and needs.

**Operating Hours**
The Contact Centre operates 24/7, so availability to commit to flexible shifts including outside of business hours and weekends is essential.

**What you'll be doing**:

- Assisting members with their transactional needs and enquiries.
- Engaging in needs-based conversations to find the right solutions for our members, every time
- Building relationships to help members achieve their long-term financial goals.
- Educating members on how to utilise digital and mobile banking tools to enhance their banking experience.
- Collaborating with your team to achieve strategic goals.

**About you**:
We are looking for team members who are driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people. To be successful in the role you will be digitally savvy and able to quickly grasp new systems. Previous experience in a customer service role and prior experience in banking would be highly regarded.

**Why you'll love working here**

Are you ready to embark on a distinctive career opportunity with People First Bank? Following the merger of People's Choice and Heritage Bank in March 2023, we are on an exciting journey to unify our member focus, products, services, and technology under a single company name and brand. People First Bank embodies our commitment to prioritising people above all else.

We are 100% member owned, with approximately 720,000 members and 1,900 employees. We have dual head offices in Adelaide and Toowoomba, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.

When you come to work at People First Bank, you'll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. We are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.

Putting 'People First' starts with our team members and we are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.

We believe the little extras can make a big difference in supporting your success
- We offer a range of attractive benefits for our team members including career development opportunities, discounts on financial products and services, and celebrate the work of our people through our peer driven recognition program.
- Paid parental leave and special leave provisions.
- Employee banking benefits and discounted insurances.
- Career development opportunities, and ongoing training, coaching and support.
- A dedicated Employee Assistance Program for you and your family to access in times of need.
- Access to wellness initiatives for you and your immediate family members.
- Paid volunteering days and access to a diverse range of community and charitable initiatives.

**Next Steps**:
Applications close **8am Wednesday 26 February 2025.**

Job ID 300000075107196