About the Role

As a Senior Member Service Agent, you'll be a trusted point of contact for our members, managing complex enquiries across phone, email, web forms, service requests and chat. You'll take ownership of member outcomes, identify opportunities to meet members' banking needs and provide guidance on products, services and digital banking solutions.

In addition to frontline member support, you'll act as a key operational support and 2IC to the Head of Member Inbound Fulfilment, helping coordinate workflows, assist with escalations and support team capability and service excellence.

This is an excellent opportunity for an experienced banking professional who enjoys helping people, solving problems and supporting others to succeed.

What You'll Be Doing

Deliver Exceptional Member Service Manage member enquiries across phone, email and digital channels, resolving issues efficiently with a focus on first-contact resolution. Promote digital banking solutions and maintain accurate member records.

Support Member Needs Identify member needs through meaningful conversations and provide appropriate banking solutions. Refer opportunities across lending, deposits, insurance and superannuation while supporting member retention and relationship growth.

Resolve Complex Issues Investigate and resolve escalated enquiries and complaints, working collaboratively with stakeholders to achieve positive member outcomes. Maintain accurate complaint records and process approved fee refunds within delegation.

Support Team Operations Assist with workflow coordination, escalation management and operational continuity. Support service levels,



contribute to process improvements and act as a key support to the Head of Member Inbound Fulfilment.

Build Team Capability Support team members through coaching, quality assurance activities and ongoing feedback. Promote compliance, product knowledge and continuous learning to strengthen service delivery and member outcomes.

What We're Looking For

An experienced retail banking professional with a background in contact centre or member service environments, solid customer service and communication skills, the ability to manage complex enquiries and competing priorities, and a passion for supporting others, with knowledge of lending and banking products and relevant financial services qualifications highly regarded.

This is more than just a customer service role, it’s a chance to launch your career in banking, gain valuable industry knowledge, and work with a supportive team that will help you grow.

If you enjoy helping people, solving problems and building relationships, we’d love to hear from you.

Benefits

- Staff Banking product + Services discounts
- Novated Leasing options
- 4 weeks Paid Parental + Purchased Leave option
- Referral Reward Program
- Employee Assistance Program
- Annual Flu Shot + Blood Donor Leave
- Uniform allowance + Polo Shirt provided
- Service Awards

Probity check

As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.

Australian Military Bank values diversity and is an equal employment opportunity employer.

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📌 Senior Member Service Agent (City of Sydney)
🏢 Australian Military Bank
📍 City of Sydney