Customer Support Representative, Coffs Harbour

About us

Are you looking for a career with endless opportunities? There's more to us than banking.

We're BCU Bank. We're proudly based in Coffs Harbour and Brisbane and are part of P&N Group, which is amongst the largest customer-owned banking groups in Australia.

Our purpose is to enrich the lives of our customers and their communities. We provide a genuine banking alternative to those who are looking for competitive and convenient retail and business banking services and outstanding customer experiences. 

BCU Bank customers interact with our dedicated teams through our 18 branches from Maroochydore to Port Macquarie, our local Contact Centre, modern digital banking channels, and BCU's mobile retail and business banking lenders who are active in the communities in which they work.

About P&N Group

P&N Group is represented by BCU Bank in NSW and southeast Queensland and P&N Bank in Western Australia. With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600employees in group services, retail banking, broker, and business banking roles.

We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.

As part of our ongoing strategic customer-centric transformation, we're focussed on making it even easier to bank with us for our customers of today and the future.

About the role

As a Customer Support Representative based in the Contact Centre in Coffs Harbour, you will be the first point of contact for BCU members and in-bound callers accessing the BCU phone line.

You will use your friendly customer service skills paired with your knowledge of BCU products, services, and procedures to assists members with their enquiries and provide an exceptional customer experience. 

• Answering and returning member phone calls
• Communicating effectively and providing members with recommendations regarding BCU products and services
• Communicating via Web Chat with members to answer queries
• Accurately processing customer transactions
• Strict adherence to BCU's policies and procedures
• Providing clear direction and instruction to members with regards to their queries
• Identify opportunities to cross sell and refer business
• Ability to build rapport and proactively resolve queries
• Meet and exceed Contact Centre service targets
• Maintaining up to date knowledge of BCU Bank news, events and information and be confident in your delivery to members

This is a Permanent, Full-time role based in our Coffs Harbour corporate office, requiring availability Monday - Saturday. 

The successful candidate will be provided with in-depth training and onboarding.

What will you bring?

• Strong time management and organisational skills
• The ability to adapt your communication style depending on the situation
• Strong problem solving and troubleshooting skills
• Experience in always maintaining strict confidentiality
• Strong verbal communication skills with the ability to calmly articulate processes clearly and methodically
• Strong computer literacy
• Flexibility in working hours – Between the hours of 8am and 6pm, Monday – Saturday.
• ASIC Tier 2 (RG146) qualification – held or willingness to obtain
• Previous Call Centre experience will be highly regarded

What we can offer you

There's life at work, and life outside of work – and we understand that.

P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.

To help you live your best life through work, we offer an extensive range of employee benefits.

• Work for a national multi-brand, customer-focused organisation
• Enjoy flexible work arrangements
• An incentive scheme for exceptional performance
• Be supported with leadership and professional development
• 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver
• Generous discounts on home loans, personal loans, insurance and other banking products and services
• Up to two weeks' additional purchased leave per year
• Two days' paid volunteer leave each year to use with a community partner of your choice
• An Employee Assistance Program

At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages, and cultures to apply.

If you need assistance or require flexibility to be able to fully participate in the application process, please email us at

To find out more about what it's like to work with us, visit

If you believe you meet the selection criteria and will make a positive contribution to the BCU Bank team please apply with your current resume and a cover letter outlining your skills and experience by 30/12/2025.