_{15th January, 2026}

• Melbourne CBD location, Hybrid working environment
• Blend member care, retention and mortgage/broker support
• Join a member owned organisation and certified B Corp

The opportunity:

As a Mortgage Care & Retention Specialist, you will champion standout member experiences, boost loyalty and drive retention and growth through CRM and loyalty activity. With proactive outreach and a talent for turning leads into opportunities, you’ll strengthen member relationships, support our members’ needs, and keep them engaged through structured, consistent interactions.   
  
You will provide support to our broker channel through onboarding of all new broker members to BankVic and complete end to end administration for broker accreditations.
  
Responsibilities:

• Deliver exceptional member care via phone, digital and written channels, providing clear, solutions-focused support.
• Identify key points in the member journey to strengthen advocacy and uncover opportunities to grow value from existing members.
• Proactively identify members at risk of leaving and take targeted action to retain and re-engage them.
• Manage daily loan allocations, support members through end-to-end loan variations and ensure a smooth application experience.
• Recognise opportunities in everyday conversations to connect members with products that meet their needs.
• Support the wider team by handling inbound and outbound calls and providing branch assistance when required.

  
Who we are looking for:

• RG146 Tier 2 certification (or willingness to obtain).
• Sales experience in banking/financial services, ideally with exposure to mortgages or lending.
• Good working knowledge of the financial services regulatory framework.
• Understanding of lending principles and processes, plus strong customer service techniques.
• Contact centre experience preferred.

  
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 for you and your family. 
• 2 days paid volunteer leave per year.
• Generous parental leave provisions.
• Ongoing professional development with access to study leave.
• Reward and recognition program.

About BankVic:

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.
  
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.
  
If you’re seeking to make a difference and find purpose in your work, it’s time to join us at BankVic.
click apply.
  
Applications close Friday, 13 February 2026 (although we encourage you to apply today, as we review applications as they come in and reserve the right to close applications early).
  
Note: as part of our recruitment process, we require successful candidates to undertake background checks.
  
BankVic are managing this opportunity in-house, so we kindly ask that recruitment agencies do not share unsolicited applications or contact the hiring manager.

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