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Customer Service Officer

2 weeks ago

Lake Illawarra, New South Wales, Australia IMB Limited Full time $40,000 - $80,000 per year
  • Customer interactive role providing solutions and high quality service
  • Full time, Wollongong based with hybrid working available
  • Opportunity for growth and development with on the job training provided

We have an exciting opportunity for an operations support championto join our dynamic IMB Solutions Services team in providing expert advice, quality service and back-office support to IMB members and internal customers. 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.

Apply now by following the prompts. Applications close Sunday August 24th, 2025. For further information contactJulie Phillips – Quality, Knowledge and Incident Leader via