Member Experience Specialist

Utilise your exceptional customer service skills to support, solve & deliver standout service to our members.

• Hybrid 50/50 WFH + Monthly RDO
• Supportive team with career development opportunities
• Join a Certified B Corp and one of the World's Most Ethical Companies

About the Role

Join Teachers Mutual Bank Limited (TMBL) as a Member Experience Specialist and play a key role in delivering exceptional service across all our brands. This diverse position supports multiple departments and ensures our members receive seamless, personalised banking experiences. From processing memberships and term deposits to assisting with account alterations and member onboarding, you'll be at the heart of helping members achieve financial wellbeing.

Please note, there is a requirement to attend the Rooty Hill office once a fortnight until May 2026.

Key Responsibilities

• Respond promptly to phone, email, and secure message enquiries.
• Assist members with account openings, term deposits, membership changes, and onboarding.
• Provide accurate, compliant information on TMBL products and services.
• Handle membership terminations and ensure secure, accurate processing.
• Promote TMBL products and services through cross-selling and upselling techniques.
• Support operational teams with reporting, process improvements, and innovation.

About You

You're passionate about delivering outstanding member experiences and thrive in a fast-paced environment. You have a keen eye for detail, strong problem-solving skills, and the ability to communicate effectively with members and colleagues. Your proactive approach ensures every interaction is professional, accurate and member focused.

Skills and Qualifications

• Experience in customer service and/or banking operations.
• Strong written and verbal communication skills.
• Excellent organisational and data entry skills.
• Flexibility to transition seamlessly between diverse tasks as required.
• Knowledge of financial services legislation.
• FSR Tier 2 accreditation.
• Proficiency in Microsoft Office; experience with core banking systems (Ultracs) desirable.
• Sales and service training (e.g., saleSmart program) highly regarded.

About Us

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recogniszed socially responsible bank with profit-for-purpose as the our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.

We are proud to serve some of Australia's essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.

We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit. We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at or find us on LinkedIn

How to apply:

Please click the APPLY button and follow the prompts.

For a confidential conversation, please contact

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.