The opportunity

Joining the Member Growth &

Experience Leadership Team, you’ll have a genuine seat at the table to drive meaningful change. You’ll champion the voice of our members and help shape fair, inclusive and positive banking experiences.

You’ll work across BankVic to influence products, services and practices, strengthen our approach to member vulnerability and complaints, and identify opportunities to prevent harm. By listening to our members, drawing on industry best practice and using insights from complex complaints, you’ll help drive better outcomes for our members and the business.

Responsibilities

- Manage complex member complaints, providing expert guidance and supporting fair, timely resolutions.
- Champion the voice of members, particularly those experiencing vulnerability, financial difficulty or scams.
- You will be a BankVic brand ambassador and agent for change working closely with the Executive team and Board and external stakeholders including COBA and AFCA.
- Identify complaint trends and root causes to improve member experiences and prevent future harm.
- Partner across the business to identify systemic issues and turn member insights into meaningful improvements.
- Support complaint management and regulatory reporting requirements, including IDR obligations.
- Develop and enhance complaints, inclusive banking and member vulnerability policies and practices.
- Contribute to customer experience initiatives and capability uplift across the business.
- Stay connected to industry best practice and emerging approaches to member advocacy and vulnerability.

Who we are looking for:

You’ll bring

- Strong experience in financial services, ideally 5+ years, with a sound risk and regulatory mindset.




- Positive knowledge of financial services regulation, including AFSL and ACL obligations, privacy requirements and relevant banking codes.
- Experience managing complex customer or member matters, with strong investigation, judgement and problem-solving skills.
- Strong understanding of banking products, lending processes and customer management systems.
- Experience developing or improving policies, procedures and business practices.
- Confidence engaging and influencing senior stakeholders, including executives, auditors, industry bodies and external partners.
- A strong customer advocacy mindset and commitment to achieving fair outcomes for members, particularly those experiencing vulnerability.
- RG146 Tier 2 certification, or willingness to complete the required training.

About BankVic

BankVic is the member-owned bank for those who serve our communities - police, emergency, and health workers. We exist to help our members and communities go further in life, by living our values: Together, Honest, and Brave.

As a smaller bank, we offer something bigger - personal service, meaningful relationships, and real impact. We focus on individuals, tailoring support to help each person achieve their goals.

Our size also means broader opportunities for our people.



You’ll gain exposure across the organisation and be part of work that matters.

If you're looking for more than just a job, if you want purpose, connection, and the chance to make a difference, BankVic is your smaller bank of bigger opportunity.

What we can offer

- Discounts and savings off a range of our products and services.
- Access to additional five days of leave.
- Ambulance Victoria Membership.
- Employee assistance program.
- 2 days paid volunteer leave.
- Generous parental leave provisions.
- Ongoing professional development with access to study leave.
- Reward and recognition program.

At BankVic, we believe that diversity and inclusion make us stronger.

We value the unique perspectives and experiences each person brings to our team. If you require any support or adjustments during the recruitment process, please let us know, we're here to help make your application experience as smooth as possible.

Even if you don’t meet every requirement listed, we encourage you to apply. Your potential and passion matter just as much as your qualifications, and you might be exactly who we’re looking for.

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

Applications close Friday, 11 December 2026 (although we encourage you to apply today, as we review applications as they come in and reserve the right to close applications early).

Note: as part of our recruitment process, we require successful candidates to undertake background checks.

BankVic are managing this opportunity in-house, so we kindly ask that recruitment agencies do not share unsolicited applications or contact the hiring manager.

📌 Member Advocate (Melbourne)
🏢 BankVic
📍 Melbourne