Senior Member Experience Officer

About the role:

Working with us at Heritage Bank as a Senior Member Experience Officer, you will be the face of our business for our members and will be responsible for delivering consistent high quality customer service.

We have a full-time role that will support our Heritage Bank, Helensvale & Robina Branches.

We take great pride in giving our members the best experience we possibly can – consistently, across everything we do.  Being member-owned means we are passionate about our members. We need to ensure that with every interaction whether on the phone or face to face, we provide the right solutions and appropriate outcomes. Being able to connect meaningfully and personally with our members is core to our success as it helps us to support our members' financial needs and assist them in achieving their goals. 

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.
• Branch cash management activities, including ATM and coin machine maintenance.
• Ensuring the completion of accurate and timely personal lending submissions in line with both regulatory and responsible lending obligations.
• Providing leadership support to the Branch Manager.

Here's what you can do for us:

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 also need cash handling and reconciliation experience, 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:

Sounds like a great place to work, doesn't it? We'd love to hear from you about this exciting opportunity. Click 'Apply Now' and submit your application, including an up-to-date CV and cover letter.

Applications close 8am Monday 27 October 2025.

If you have any questions or would like to discuss anything in more detail, please contact the Talent Acquisition Team:   

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.