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Member Support Specialist

2 weeks ago

Melbourne, Australia BankVic Full time

**29th April, 2025**:
**About BankVic**:
We are the small bank of big opportunity.

We exist to serve those who protect and serve our community. Founded 50 years ago by Victorian Police officers, our members are from the police, health, and emergency services. Because we’re small, we each have a greater opportunity for personal impact.

As a certified B Corporation, we are committed to transparency, accountability, and working in the best interests of our members, community and each other. Being a small bank also means you can get involved in a broad range of work and gain exposure to parts of the organisation outside of your own team.

If you’re seeking to make a difference and find purpose in your work, it’s time to join us at BankVic.

**The Role**:
As a Member Support Specialist, you will be the heartbeat of our member interactions, delivering meaningful experiences to our members by providing exceptional service and personalised support.

This role involves a blend of member service and sales, focusing on answering inquiries from members, processing their banking requests, and promoting BankVic’s products and services to ensure an enhanced banking experience for our members.

Our Contact Centre is open from 8:00am - 6:00pm Monday to Friday. You will be required to work on a rotating roster during these hours on a roster basis. Comprehensive training is also provided.

**In this role you will**:

- Handle, process, and trouble shoot a range of member requests and enquiries.
- Process new memberships, term deposits, new accounts, changes to member records.
- Identify and promote self-service banking options to members.
- Conduct outbound calls to members to follow up on enquiries and in an outbound campaign capacity.
- Actively identify needs and offer mutually beneficial solutions for members.
- Work closely with colleagues to deliver consistent and exceptional member experiences.
- Conduct all business in compliance with all codes, standards, and legislative requirements and BankVic policies and procedures.

**Hours, Training and Location**:

- Office location: Melbourne CBD.
- Permanent full-time.
- Our Contact Centre is open from 8:00am - 6:00pm Monday to Friday.
- Comprehensive training

**To be successful in this role, you will have**:

- The BankVic values of Together, Honest and Brave strongly appeal to you.
- You have a member-centric attitude and a passion for outstanding customer service.
- Experience with receiving and making calls via inbound and outbound phone queues, processes, and techniques.
- You are RG146 Tier 2 certified, but if not, BankVic will fund & support this accreditation as part of your development.
- Excellent interpersonal and intrapersonal skills, with ability to build relationships with customers over the phone.
- You are passionate about your career, being part of a supportive team, finding opportunities for improvement, and taking initiative.

***About BankVic’s benefits**:

- Discounts and savings on a range of our products and services.
- Access to five additional days of leave.
- Ambulance Victoria Membership reimbursement.
- Annual flu vaccinations.
- Employee assistance program.
- 2 days paid volunteer leave.
- Ongoing professional development with access to study leave.
- Reward and recognition program.

If you’re ready to join us in building a workplace where everyone can thrive, please click apply.