Member Support Specialist

BankVic is the member‑owned bank for those who serve our communities — police, emergency, and health workers. We exist to help our members and communities go further in life, by living our values: Together, Honest, and Brave. As a smaller bank, we offer something bigger — personal service, meaningful relationships, and real impact. We focus on individuals, tailoring support to help each person achieve their goals. Our size also means broader opportunities for our people. You’ll gain exposure across the organisation and be part of work that matters. If you're looking for more than just a job, if you want purpose, connection, and the chance to make a difference, BankVic is your smaller bank of bigger opportunity. The Role: As a Member Support Specialist, you’ll be the first point of contact for customers (we call them members), playing a key role in delivering meaningful, high‑quality service experiences. This role combines a blend of service and sales support – answering enquiries, processing banking transactions, and promoting BankVic’s products and services when relevant to ensure a seamless and rewarding banking experience for our members. Our Contact Centre is open from 8:00 am to 6:00 pm, Monday to Friday. You’ll join a rotating roster, and we’ll set you up for success with comprehensive training and hands‑on support every step of the way. In this role you will: Be the first point of contact for members, supporting them with their banking via inbound and outbound phone calls and emails. Process a wide range of requests including account, card and transaction enquiries, support for savings and term deposit needs, and general insurance and lending referrals. Resolve member queries with care and confidence, including identifying needs and offering tailored, mutually beneficial solutions. Champion digital and self‑service options, helping members bank smarter and more conveniently. Make proactive outbound calls to follow up on member needs and contribute to targeted campaign activity. Collaborate with your team to deliver seamless and consistent experiences across all member touchpoints. Operate with integrity, always aligning with regulatory standards, codes of conduct and BankVic’s policies and procedures. Hours, Training and Location: Office location: Melbourne CBD. Permanent part‑time, 30 hours per week across Monday to Friday. Work flexibility: Hybrid. Our Contact Centre is open from 8:00 am – 6:00 pm Monday to Friday. Comprehensive training. Qualifications and Experience: Proven experience handling both inbound and outbound calls within a queue‑based contact centre environment. A strong alignment with BankVic’s values of Together, Honest and Brave. A genuine passion for delivering exceptional service and creating positive experiences for every member interaction. Experience with receiving and making calls via inbound and outbound phone queues, processes and techniques. Familiarity with financial products and services, or the ability to quickly gain proficiency with banking systems and tools. A background in customer service and sales within the financial services industry, with a track record of meeting compliance standards while achieving service and sales targets. RG146 Tier 2 certification (or a willingness to complete this with BankVic’s full support as part of your development). Outstanding communication skills and the ability to build meaningful connections over the phone. A proactive, solutions‑focused mindset – you enjoy working as part of a team, identifying ways to improve and stepping up when opportunities arise. A motivation to grow through regular coaching, feedback and 1:1 support, viewing each as an opportunity to elevate your performance and impact. What We Can Offer: Discounts and savings off a range of our products and services. Access to additional five days of leave. Ambulance Victoria membership. Employee assistance program. 2 days paid volunteer leave. Generous parental leave provisions. Ongoing professional development with access to study leave. Reward and recognition programme. At BankVic, we believe that diversity and inclusion make us stronger. We value the unique perspectives and experiences each person brings to our team. If you require any support or adjustments during the recruitment process, please let us know – we’re here to help make your application experience as smooth as possible. Even if you don’t meet every requirement listed, we encourage you to apply. Your potential and passion matter just as much as your qualifications, and you might be exactly who we’re looking for. Apply now – we review applications as they come in and reserve the right to close applications early. Applications close Friday, 12 December 2025 . Note: as part of our recruitment process, we require successful candidates to undertake background checks. #J-18808-Ljbffr