Customer Service Officer

3 hours ago

Wollongong, New South Wales, Australia IMB Bank Full time $60,000 - $90,000 per year
  • Wollongong based with flexible hybrid working available
  • Opportunity for growth and development with on-the-job training provided.

Our Solution Services team is expanding We have an exciting opportunity for operations support championsto expert advice, quality service and back-office support to IMB members and internal customers. Flexible full or part time, permanent and temporary contracts available. With on-the-job training provided, the key responsibilities of this role include:

  • Interacting and assisting customers with their enquiries via phone, online and other communication channels
  • Completing a wide range of transactional activities and administrative requirements for members and the business such as IMB's share trading, deceased estates and foreign exchange within Service Level timeframes
  • Supporting key operational functions such as Digital ID, Online account fulfilment and verification of data
  • Assisting with Quality Assurance reviews on inbound contacts
  • Providing a high level of professionalism and customer service to members, external parties and IMB employees
  • Resolving escalated customer complaints in a timely and professional manner
  • Investigating transactional/data or financial issues and discrepancies with the ability to resolve effectively or escalate as required
  • Adhering to all relevant policies, procedures and regulatory requirements.

About you:

  • A positive approach to work and contributing to your team
  • The willingness to learn, embrace change, take initiative and identify areas for improvements and automation
  • Knowledge of financial products and services and the laws and regulations governing the provision of deposits and investments
  • A customer service ethic with the ability to follow up and follow through to complete tasks
  • Effective communication skills, patience and empathy with the ability to work with internal customers and members to resolve disputes
  • The ability to work methodically through high volumes of work with attention to detail
  • A good level of digital literacy with accurate data entry, numeracy and computer skills.

The IMB

IMB Bank is a leading member-owned bank offering a full range of products and services in both retail and business banking. Our purpose is to provide simple, competitive and authentic banking that helps our members and communities be better off and we've doing so for over 144 years. An award winning and growing organisation, we've donated more than $12 million through our Community Foundation to over 900 projects in the communities in which we live.

IMB benefits include:

  • Great training and onboarding
  • Genuine career pathways and opportunity to accelerate your skills and experience
  • A supportive culture that actively promotes diversity and inclusion and the wellbeing of our employees including designated wellbeing days
  • Friendly and professional team environment
  • Product concessions
  • Purchase leave options
  • Paid parental leave.

Apply now by following the prompts. Applications close Sunday August 19th, 2025. For further information contact Kiara Walter, Team Leader - Please note, email applications are not accepted.

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