Member Service Agent

Since 1959, Australian Military Bank has provided members with fantastic service, great rates and competitive banking and insurance products. As a member-owned financial institution, we are all about putting members first and helping them to achieve their financial goals. We offer mortgage, consumer and credit loan facilities as well as products and services within superannuation, everyday transactions, savings, term deposits and insurance.

Your Role:

We are looking for an energetic and passionate team player who is results driven with previous experience in an inbound contact centre environment. The successful candidate will be required to work on a rotating roster Monday to Friday between 8am to 6pm and at least one Saturday per month between 9am to 12pm.

You will be the first point of contact for all member inbound, online and email enquiries relating to our award winning retail banking and insurance products.

The Member Service Agent is also responsible for:

Member Focus

• First point of contact for new and existing members
• Answering inbound member enquires via calls, email or online and responding to member’s banking enquiries within the approved Service Level
• Self-service accessibility; educating and encouraging member usage of variety of digital solutions
• Contact quality – improving member experience
• Member satisfaction
• Member Verification – members are verified as per current KYC requirements

 Member Fulfilment

Identifying opportunities to:

• Cross sell lending opportunities to the appropriate channel as prescribed by members
• Cross sell General Insurance products that meet the members needs
• Refer Superannuation products
• Increase the Retail Deposit portfolio

 Member Resolution

• Identify and investigate member pain points or complaints
• Maintain member contact records through clear and concise feedback at each point of resolution including up to date interactions
• Working in collaboration with key stakeholders internally and externally to meet the members needs
• Correct tracking and monitoring of the member complaint and recording within the banks approved complaints registers

About You

We’re looking for someone who’s great at customer service, has a professional phone manner and can stay calm and focused in a fast paced environment. You’ll need to be comfortable with technology and digital tools and be able to communicate clearly, both in writing and on the phone. Strong problem-solving skills, the ability to retain and share information accurately and good people skills are a must. A Tier 2 RG146 certification is required for this role.

If you’re eager to learn, passionate about helping others and committed to delivering top notch customer service, we’d love to hear from you!

Benefit

Working with Australian Military Bank will provide you access to a great range of benefits including:

• Staff Banking product + Services discounts
• Novated Leasing options
• 4 weeks Paid Parental + Purchased Leave option
• Referral Reward Program
• Employee Assistance Program
• Annual Flu Shot + Blood Donor Leave
• Polo Shirt provided
• Service Awards

Why Us

Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunity nationwide and the opportunity to embrace new technologies and ways of working.

Probity check

As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.