As a Member Support Specialist, you'll be the first point of contact for customers (we call them members), playing a key role in delivering meaningful, high-quality service experiences.
This role combines a blend of service and sales support - answering enquiries, processing banking transactions, and promoting BankVic's products and services when relevant to ensure a seamless and rewarding banking experience for our members.
Our Contact Centre is open from 8:00am to 6:00pm, Monday to Friday. You'll join a rotating roster, and we'll set you up for success with comprehensive training and hands-on support every step of the way.

In this role you will:

- Be the first point of contact for members, supporting them with their banking via inbound and outbound phone calls and emails.
- Process a wide range of requests including account, card, and transaction enquiries, support for savings and term deposit needs, and general insurance and lending referrals.
- Resolve member queries with care and confidence, including identifying needs and offering tailored, mutually beneficial solutions.
- Champion digital and self-service options, helping members bank smarter and more conveniently.
- Make proactive outbound calls to follow up on member needs and contribute to targeted campaign activity.
- Collaborate with your team to deliver seamless and consistent experiences across all member touchpoints.
- Operate with integrity, always aligning with regulatory standards, codes of conduct, and BankVic's policies and procedures.

The Role:

As a Member Support Specialist, you'll be the first point of contact for customers (we call them members), playing a key role in delivering meaningful, high-quality service experiences.




This role combines a blend of service and sales support - answering enquiries, processing banking transactions, and promoting BankVic's products and services when relevant to ensure a seamless and rewarding banking experience for our members.
Our Contact Centre is open from 8:00am to 6:00pm, Monday to Friday. You'll join a rotating roster, and we'll set you up for success with comprehensive training and hands-on support every step of the way.

In this role you will:

- Be the first point of contact for members, supporting them with their banking via inbound and outbound phone calls and emails.
- Process a wide range of requests including account, card, and transaction enquiries, support for savings and term deposit needs, and general insurance and lending referrals.
- Resolve member queries with care and confidence, including identifying needs and offering tailored, mutually beneficial solutions.
- Champion digital and self-service options, helping members bank smarter and more conveniently.
- Make proactive outbound calls to follow up on member needs and contribute to targeted campaign activity.
- Collaborate with your team to deliver seamless and consistent experiences across all member touchpoints.
- Operate with integrity, always aligning with regulatory standards, codes of conduct,



and BankVic's policies and procedures.

Hours, Training and Location:

- Office location: Melbourne CBD.
- Permanent full time.
- Work Flexibility: Hybrid
- Our Contact Centre is open from 8:00am - 6:00pm Monday to Friday.
- Comprehensive training is provided.

To be successful in this role, you will have:

- Proven experience handling both inbound and outbound calls within a queue-based contact centre environment.
- A strong alignment with BankVic's values of Together, Honest, and Brave.
- A genuine passion for delivering exceptional service and creating positive experiences for every member interaction.
- Experience with receiving and making calls via inbound and outbound phone queues, processes, and techniques.
- Familiarity with financial products and services, or the ability to quickly gain proficiency with banking systems and tools.
- A background in customer service and sales within the financial services industry, with a track record of meeting compliance standards while achieving service and sales targets.
- RG146 Tier 2 certification (or a willingness to complete this with BankVic's full support as part of your development).
- Outstanding communication skills and the ability to build meaningful connections over the phone.
- A proactive, solutions-focused mindset – you enjoy working as part of a team, identifying ways to improve, and stepping up when opportunities arise.
- A motivation to grow through regular coaching, feedback, and 1:1 support, viewing each as an opportunity to elevate your performance and impact.

What we can offer:

- Discounts and savings off a range of our p

📌 Member Support Specialist (Melbourne)
🏢 BankVic
📍 Melbourne