Member Advocate

1 week ago

Hawthorn East, Victoria, Australia Bank First Full time $90,000 - $120,000 per year

Bank First was born by making a BOLD move. Now, we're on a mission to make more BOLD moves as we transform and grow.

We are proud to provide our community of educators and health-care workers with a bank that puts them first, because they put others first. We're committed to building a unique bank - one that's different, sustainable, and centred around our members.

Join us in breaking the mold and shaping the future of banking. We're looking for innovative and creative minds ready to make a real impact.

About the Role

We're now looking for a Member Advocate and Resolution Specialist to join our team: someone passionate about ensuring every member's voice is heard and every concern is managed with integrity.

As the Member Advocate and Resolution Specialist, you'll be the primary point of contact for escalated concerns, ensuring complaints are resolved in line with regulatory standards and our commitment to fair treatment. This role also serves as the bank's liaison with external bodies, including the Australian Financial Complaints Authority (AFCA), and provides an opportunity to shape how we continually improve our service.

You'll bring expertise in complaints management and member advocacy, with the ability to investigate, mediate and resolve complex matters while maintaining a focus on the member experience. You'll also play a critical role in identifying trends, strengthening our complaints framework, and driving continuous improvement across the bank.

Key Responsibilities

  • Manage the end-to-end complaints process (IDR and EDR), ensuring fair, timely and compliant outcomes.
  • Act as an independent advocate for members, ensuring their concerns are heard and addressed transparently.
  • Liaise with AFCA and other regulatory or industry bodies as required.
  • Provide expert advice to internal teams and coach staff on effective complaint handling.
  • Monitor complaint trends and recommend process and service improvements.
  • Contribute thought leadership to ensure the bank's complaints management practices remain contemporary and compliant.

What You'll Bring

  • Extensive experience managing customer complaints in financial services.
  • Strong knowledge of regulatory requirements, ombudsman processes and industry codes.
  • Proven ability to communicate with empathy, fairness and transparency.
  • Excellent analytical, influencing and mediation skills.
  • Tertiary qualifications in Business, Commerce, Economics, Law or similar (professional accreditation in dispute resolution highly regarded).
  • A passion for driving better outcomes for members and advocating for continuous service improvement.

Why join us?

  • For-purpose, a bank committed to helping its members and their community.
  • Impactful work that will genuinely make a difference to the lives of our members
  • Work with values-driven leaders, who actively develop talent and support you to grow your career. In an environment that you are empowered to Be Bold. Be Different. Be Sustainable. Be YOU
  • Work-life balance and flexibility, so you can work in a way that best suits you and supports your commitments outside of work. Family friendly parental leave, and paid superannuation up to 52 weeks.
  • Hybrid working from our state-of-the-art offices to connect and collaborate, as well as focused time at home.
  • Competitive remuneration with an additional one week 'Be You' leave, 'Be Well' wellbeing benefit, #BFF Club home loan offer and free on-site parking

To apply

If you are looking for purpose and an organisation that lives their values every day, we encourage you to apply. Likewise, if you tick many but not all the boxes, we also encourage you to apply. Above all else at Bank First, we look for people with heart and learning agility.

We encourage applications from people of all ages, cultures, abilities, sexual orientation, and gender identities. We strive to provide a recruitment experience that's fair, inclusive, and accessible

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