You’ll love the good you can do here. Your passion for customer care will be at the forefront of all you do and this focus will see you thrive in assisting those experiencing financial difficulty.
This role is rewarding, and it can be challenging. All training is provided by experienced and enthusiastic team members and leaders, and ongoing training is continuous due to the ever-evolving needs of our business. We want you to succeed and will back you every step of the way! This is a great opportunity to further develop your customer interaction skills in an outcome driven team.

As a Customer Support Officer in our Mortgage Help Centre you’ll make an impact by:

• Holding phone-based inbound and outbound conversations with our customers who are experiencing temporary or ongoing financial difficulty and who are currently (or at risk of becoming) delinquent on their loans, credit cards, business or savings accounts.
• Providing an exceptional level standard of customer service and support, working with the customer to understand their situation and needs.
• Tailoring appropriate solutions that will assist our customers to manage their obligations and safeguard their financial interests while also protecting the Bank’s security position.

To set you up for success, all training (minimum 6 month period) for our Customer Support Officers is in-office based.
We love the team environment it builds, with everyone learning together.

After probation, this EA position is eligible for annual pay increases and due to the success and growth of the team, we have multiple full time positions available. Bendigo or Adelaide are the preferred locations.

To succeed in this role, we’d love you to have:

• Demonstrated experience in a customer service-based role with a passion for delivering great customer outcomes (the customer is most important in this role!)
• Previous experience in banking, collections or a role supporting vulnerable or challenging customers an advantage
• Exceptional verbal and written communication skills
• Good financial acumen
• A caring and empathetic nature with the resilience to deal with people who are going through difficult times
• Problem solving and ability to think outside the box to find solutions
• Positive ‘can do attitude’ with a desire to make a difference
• High attention to detail and accuracy
• High level of computer literacy

Applications close: Tuesday, June 3rd 2025

We believe a diverse workforce supported by an inclusive culture is central to our success, and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

We are committed to responding to all candidates, regardless of the outcome of your application.
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

Internal Applications
Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.
For a confidential discussion about what this opportunity can mean for you, please contact Ashley Mason, Talent Acquisition Advisor.
For more information, check out the Application Process for Internal Candidates page.

 Customer Support Officer - PD.docx