Personal Banker

Posted: 03/09/2025

Closing Date: 01/10/2025

Job Type: Permanent - Full Time

Location: Mascot

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we're creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we're building on the strong foundations of our history and shared values as we bring together the best of both banks.

Personal Banker 1 will be responsible for providing excellent customer service and retaining and deepening customer relationships. They will be the first point of contact for customers coming into the branch. Personal Banker 1 needs to understand Qudos customers' financial goals and banking needs while adhering to all risk polices and compliance procedures.

**Why join us**
- We have big plans to become Australia's leading purpose-driven bank.
- As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Support the branch team to achieve sales, service, and operational outcomes
- Manage member enquiries and provide accurate information on the Bank's products and services
- Handle cash transactions, ensuring accuracy and proper balancing
- Resolve member queries and complaints, escalating when necessary
- Actively cross-sell Bank Australia's products and services, and provide quality referrals to Wealth and Lending teams
- Assist members with electronic banking and digital services
- Make outbound calls to new and prospective members and maintain sales activity records in Prosper
- Accurately process account maintenance requests and meet set KPIs
- Participate in team meetings and service training, including Foreign Exchange and Insurance
- Maintain professional presentation and contribute positively to team culture
- Generate leads and support the Business Development program
- Ensure compliance with internal policies, procedures, and statutory requirements
- Complete all required training within designated timeframes
- Promote and maintain a safe work environment by following WHS protocols
- Escalate concerns appropriately and perform additional duties as directed by management

**What you will bring**
- A strong customer focus with the ability to understand and respond to member needs, preferences, and expectations
- Demonstrated empathy, active listening, and relationship-building skills to connect meaningfully with customers and colleagues
- Solid understanding of ethical banking practices and the Bank's purpose-driven approach
- Proven ability to achieve results through goal-setting, personal accountability, and problem-solving
- Adaptability and resilience in a fast-changing environment, with a future-ready mindset
- High school certificate or equivalent, with face-to-face sales or customer service experience
- Excellent written and verbal communication skills, with a customer-centric attitude
- Strong organisational and time management skills, with the ability to self-manage and prioritise tasks
- Accurate typing skills (minimum 35 WPM) and ability to conduct online research
- Commitment to compliance, continuous learning, and maintaining high standards of service and conduct.
- Lending experience highly desirable
- Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.