Customer Care Associate

Join to apply for the Customer Care Associate role at Heartland Bank Australia . We have an exciting opportunity for a Customer Care Associate to join our Reverse Mortgages team based in Melbourne, Australia. Responsibilities As the first point of contact for customers, you will provide exceptional service and support via phone, email, chat, and other communication channels. Your role involves handling inquiries related to accounts, loans, credit cards, online banking, and other financial products and services, ensuring all interactions are professional, accurate, and compliant with company and regulatory standards. Respond promptly and professionally to inbound customer inquiries regarding reverse mortgage products, eligibility, and application processes. Provide information on products, services, and account details. Assist customers with transactions such as balance inquiries, fund transfers, and loan or credit applications. Troubleshoot issues with online or mobile banking platforms. Handle complaints, resolve issues, and escalate complex cases when necessary. Maintain detailed and accurate customer records in core banking systems. Follow all security, privacy, and compliance procedures, including anti‑fraud protocols. Meet or exceed key performance indicators (KPIs) such as call quality, first contact resolution, and customer satisfaction. Participate in ongoing training to stay updated on products, policies, and regulatory requirements. Qualifications / Certification Experience: 1–3 years in a contact centre, banking, or customer service environment (financial services experience preferred). Skills: Empathetic, resilient and solutions‑focused when managing complex or sensitive situations. Excellent verbal and written communication skills. Strong problem‑solving and decision‑making ability. Ability to handle high call volumes and multitask in a fast‑paced environment. Proficient with MS Office and CRM/banking software. Knowledge of financial products, banking regulations, and customer verification procedures. Personal Attributes: Customer‑focused with a positive attitude. High level of professionalism and integrity. Attention to detail and accuracy. Team‑oriented with strong interpersonal skills. About the Company At Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We deliver these services digitally so customers can spend more time on the things that matter most, rather than waiting in a queue. We are well‑established, having served the Australian market since 1971. As the leading provider of reverse mortgages and specialist livestock finance, we belong to the Heartland group of companies, which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH). Benefits Our perks include flexible working, regular team social activities and events, flu vaccinations and more. Diversity & Inclusion We’re proud to celebrate the many characteristics that make us different. We are committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers. Equal Opportunity We’re an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process, including a sign language interpreter or speech‑to‑text reporter. Feel free to share your pronouns in your application. #J-18808-Ljbffr