Customer Support Specialist – Albury, New South Wales
We're a proud, regionally based mutual bank with deep community roots and we're stepping confidently into our next chapter. As we expand into new territories and embrace new ways of thinking, we're looking for people who are energised by change, inspired by purpose, and ready to help shape the future of banking. If you love challenging the status quo and want your work to genuinely make a difference for customers and communities, this is your chance to be part of something growing, bold and meaningful.
Why join us?
Be part of a bank on the move: Join a mutual that's expanding beyond its traditional footprint, investing in new capabilities, new markets and new ways of working, where your ideas can genuinely shape what comes next.
Do work that matters: Make a real impact for customers and communities, with the backing of a values-led organisation that measures success by more than just profit.
Grow with us: Enjoy the opportunity to build your career in an organisation that's evolving fast, supports learning and development, and empowers you to step outside the box and stretch your thinking.
What you can expect
As a Customer Support Specialist you will be part of something that truly matters. We're building a dedicated Customer Support team that will strengthen our connection to the communities we serve and ensure no customer is left behind when life gets challenging. As a Customer Support Specialist, you'll be at the heart of this important work - becoming the lifeline for customers facing vulnerable moments and helping shape how Hume Bank shows up for our community when it matters most. This is about building the future of community banking. You'll work across diverse responsibilities - from supporting customers through financial hardship and helping them find pathways forward,



to managing deceased estates with sensitivity, handling complex enquiries that don't fit the usual mould, and turning escalated complaints into opportunities to restore trust. Every interaction you have will strengthen the bond between Hume Bank and the communities we're proud to serve.
What you'll bring
A genuine desire to make a positive impact in your community and support people through life's challenges
Experience in customer service, case management, or support roles where you've handled sensitive or complex situations
Natural empathy and emotional intelligence with the ability to connect authentically with vulnerable customers
Strong communication skills and confidence engaging with diverse stakeholders including solicitors, representatives, and community partners
A solutions-focused mindset with ability to navigate difficult conversations and turn complaints into positive outcomes
Eagerness to develop specialist knowledge across hardship support, collections, estate management, and complaints resolution
Case management capabilities with ability to juggle multiple complex situations while maintaining attention to detail
Resilience and self-awareness to handle emotionally demanding work while maintaining healthy professional boundaries
Collaborative spirit with passion for supporting colleagues and sharing knowledge across teams
Understanding of financial products and services, or strong willingness to learn




Commitment to doing what's right for customers while respecting regulatory requirements and community expectations
Tech-savvy approach with ability to work across multiple systems efficiently
About us
Hume Bank exists to create a secure tomorrow by connecting people and community through fair and accessible banking.
We are customer-owned, which means our profits are reinvested into better banking rather than shareholder returns. That shapes how we support our members and communities across our home markets in Albury-Wodonga and Geelong.
Our values are With Respect, Growing Together and Shaping Tomorrow. They guide how we work and how we make decisions.
Together, our money has real power. Come build something worth belonging to.
Applications close
Applications close: 11 October ****
Hume Bank is an equal prospect employer and welcome and encourage people from all backgrounds to apply. We are committed to building a culture that is inclusive, providing an ethical and diverse workplace where everyone is respected.
If you require any reasonable adjustments to the recruitment process or the role, please let us know by contacting ******
Our process
Once the role is closed, we review all applications against the requirements, creating a shortlist for further review.
If your application is successful, you may receive an initial screening call to further assess your suitability, before being invited to an interview.
We conduct two rounds of interviews, with the first interview being held with the reporting manager and a member of our People Team. You may be invited back to a shorter second-round interview with the head of the department.
The final stage is to complete some quick compliance checks, before (hopefully) receiving an offer.
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📌 Customer Support Specialist (Albury)
🏢 Hume Bank
📍 Albury