_{09th January, 2025}

We are the small bank of big opportunity.

We exist to serve those who protect and serve our community. Founded 50 years ago by Victoria Police officers, we have since grown to over 120,000 members from the police, health, and emergency services. Because we’re small, we each have a greater impact. We challenge ourselves to try new things. We aren’t afraid to own our mistakes or call something out.

As a certified B Corporation, we are committed transparency, accountability, and working in the best interest of our members, community and each other. Being a small bank also means you can get involved in a broad range of work and gain exposure to parts of the organisation outside of your own team.

If you’re seeking to make a difference and find purpose in your work, it’s time to join us at BankVic.

The opportunity:

As a Casual Member Support Specialist, you will deliver meaningful experiences to our members by providing exceptional service and personalised support to answer queries, process requests, and promote BankVic’s products and services.

In this role you will:

• Resolve general enquiries for banking and insurance products through inbound and outbound calls, emails, socials, and webchat channels.
• Handle, process, and trouble shoot a range of member requests and enquiries.
• Identify and promote self-service banking options to members.
• Conduct outbound calls to members to follow up on enquiries and in an outbound campaign capacity.
• Actively identify needs and offer mutually beneficial solutions for members.
• Work closely with colleagues to deliver consistent and exceptional member experiences.
• Conduct all business in compliance with all codes, standards, and legislative requirements and BankVic policies and procedures.

Training and Location:

• Office location: Melbourne CBD.
• Casual position, working a rotating roster. 
• Our Contact Centre is open from 8:00am – 6:00pm Monday to Friday.
• Paid onsite training provided. 

Who we are looking for:

• Demonstrated experience in customer service and sales within the financial services industry, with a proven track record in compliantly achieving delivering high-quality service, and sales targets.
• You have a member-centric attitude and a passion for outstanding customer service.
• Experience with receiving and making calls via inbound and outbound phone queues, processes, and techniques.
• You are RG146 Tier 2 certified (but if not, BankVic will fund and support this accreditation as part of your development).
• Excellent interpersonal and intrapersonal skills, with ability to build relationships with customers over the phone.

It's important that you are passionate about your career, enjoy working as part of a supportive team, take initiative where appropriate, and that the BankVic values of Together, Honest and Brave strongly appeal to you.

What we can offer:

• Discounts and savings on a range of our products and services.
• Ambulance Victoria Membership reimbursement.
• Annual flu vaccinations.
• Employee assistance program.
• 2 days paid volunteer leave.
• Ongoing professional development with access to study leave.
• Reward and recognition program.

BankVic is committed to fostering an inclusive and diverse workplace. Your unique qualities make you an invaluable part of our team and make us stronger as an organisation. If you need assistance or adjustments made to the recruitment process, please let us know and we’ll do our best to make it easy for you to apply. If you think you would be a great addition to the BankVic team, we encourage you to apply even if you do not meet all the requirements listed.

Applications close 31 January (although we encourage you to apply today, as we review applications as they come in and reserve the right to close applications early).
  
As part of our recruitment process, we require successful candidates to undertake background checks.

In applying, you understand you may join a talent pool which allows BankVic to hire as vacancies become available.
  
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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