Customer service - Member-owned Bank

Customer Service Consultant | Member-Owned Bank
Sydney CBD | Hybrid Working | $73,000 + Super
Permanent Full-Time | Monday to Friday | Rotating Roster 8am-8pm (occasional Saturday). Late shift and weekends work from home!

Are you an experienced customer service professional looking to take the next step into banking or continue building your financial services career?
This is a fantastic opportunity to join a well-established member-owned bank where customers genuinely sit at the heart of the organisation.
Based in Sydney CBD with hybrid working, you'll join a supportive team assisting members with everyday banking enquiries across phone and digital channels.

Your new role

As a Customer Service Consultant, you'll be a key point of contact for members, providing professional, personalised and efficient support.
You'll be responsible for:

• Providing exceptional customer service across phone, secure messaging and web chat
• Assisting members with banking products, services and everyday account enquiries
• Understanding individual member needs and providing appropriate solutions
• Supporting customers with online and digital banking
• Taking ownership of enquiries and working towards first-contact resolution
• Managing more complex enquiries and complaints
• Troubleshooting issues and guiding members through banking processes
• Maintaining accurate customer records and completing associated administration
• Identifying and escalating complaints, incidents or potential risks where required
• Working within relevant banking, privacy, risk and regulatory requirements
• Contributing ideas to improve processes and the overall member experience

What you'll need to succeed

We're looking for someone who genuinely enjoys helping customers, builds rapport easily and is confident communicating over the phone.
Ideally, you'll bring:

• Previous customer service, contact centre or phone-based experience
• Banking or financial services experience, highly regarded
• Strong verbal and written communication skills
• Excellent problem-solving abilities
• Confidence handling a variety of customer enquiries and complaints
• Strong attention to detail and accurate administration skills
• Confidence learning new systems, technology and processes
• Experience across digital customer service channels, advantageous
• A genuine desire to develop a career within banking

What you'll get in return

This is more than your next customer service role. It's an opportunity to step into banking, develop valuable financial services experience and broaden your knowledge across banking products, digital banking, customer service and complaints.
You'll be joining a member-focused environment with a strong emphasis on its people, customers and communities, alongside a culture built around collaboration, respect and continuous improvement.

What's On Offer?

• $73,000 + super
• Permanent full-time employment
• Sydney CBD location
• Hybrid working
• Monday to Friday
• Rotating roster between 8am and 8pm
• Supportive and collaborative team environment
• Valuable banking and financial services experience
• Exposure to phone and digital customer service
• Ongoing learning and career development
• Member-focused, values-led environment

Ready for Your Next Move?
If you're an experienced customer service professional looking to break into banking or take the next step in your financial services career, we'd love to hear from you.
Apply today with your updated CV for a confidential discussion.