Member Services Officer

About the Role

The role of the Member Service Officer is to professionally and positively communicate all the Banks' products and services. This is conducted via various forms of communication, ensuring the client's needs are fully satisfied by cross-selling the benefits of appropriate products and services.

MSO's must accurately and promptly process all transactions across all channels with efficiency and professionalism.

Outstanding MSO's are focused and self-driven to help our clients with their day to day financial needs with a high level of service and sales techniques.

About You

• Understands and follows the Complaints Handling and Dispute Resolution policy
• Keeps abreast of information relating to the role be attending staff meetings, training courses, participating in staff rotation and multiskilling within the office or offsite where required and regularly using getSmart for the latest information updates and changes to TMBL products, services and processes
• Ensures all start and end of day procedures are completed accurately, on time and adheres to office security procedures Accepts, verifies and processes all processing for clients according to Promapp processes
• Ensures all GL's are reconciled in a timely manner prior to the end of the month and all procedures and protocols are adhered to Attends to overseas enquiries in a proficient and professional manner
• Accepts and processes foreign cheques, in line with AMEX and Travelex guidelines and Promapp processes
• Accurately processes foreign exchange orders ensuring correct exchange rates and all fraud prevention methods have been checked.
• Ensures process are actioned correctly to ensure efficient and prompt delivery NSW branches
• Completes end of day procedures and confirmations for third party providers, including resolving any investigations
• Builds a strong relationship with our clients whilst listening and engaging in quality conversations to identify client's needs and educating on self - navigation
• Actively identifies third party products suitable to client's needs.
• Works towards Office targets and key performance indicators as identified and advised by the National Manager Retail
• Staff may be rostered to various roles across the Retail Sales department and may be requested to work from other offices as required
• Any other tasks or duties delegated by Branch Lead or Branch Manager Maintains the presentation of the office and work area ensuring a clean and safe environment at all times following the TMBL Workplace Health and Safety policy
• Accurately processes credit cards in line with TMBL's lending policies and practices

Qualifications & Skills

• Strong customer service skills
• Relevant experience in a similar role
• Financial Services Reform Tier 2 Accreditation is an essential requirement or the willingness to undertake and complete Cert IV in Financial Services is desirable
• Cert IV Finance and Mortgage Broking is desirable
• Competencies in Member Service areas of a Financial Institution is desirable Cash Branches Cash handling skills
• Communication and reasoning skills
• Strong verbal and written skills
• Ability to deal with a variety of client's situations and behaviours
• Practical problem solving skills
• Mathematical skills
• Accurate record keeping and data input Microsoft Office Intermediate level, Outlook, Word, Excel, Skype, OneNote knowledge
• Ability to listen and present solutions to clients which meet their identified financial needs
• Team Player

About us:

Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised socially responsible bank with profit-for-purpose as 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 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.

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.