Member Experience Officer – Contact Centre

“Working with us at Heritage Bank as a Contact Centre Member Experience Officer you will be the first point of contact for our members and will be responsible for delivering consistent high quality customer service.

About the role

This role will be based at our Heritage Bank Contact Centre.

We are currently seeking a range of team members for roles to support both 6 and 12 months contracts.

We take great pride in giving our members the best experience we possibly can – consistently, across everything we do. Being member-owned means we are passionate about our members. We need to ensure that with every interaction whether on the phone or face to face, we provide the right solutions and appropriate outcomes. Being able to connect meaningfully and personally with our members is core to our success as it helps us to support our members’ financial needs and assist them in achieving their goals.

What you’ll be doing

Assisting members with their transactional needs and enquiries
Engaging in needs-based conversations to find the right solutions for our members, every time!
Building relationships to help members achieve their long-term financial goals
Educating members on how to utilise digital and mobile banking tools to enhance their banking experience
Collaborating with your team to achieve strategic goals
Operating Hours
The Contact Centre operates 24/7, so availability to commit to flexible shifts is essential.

Location
Heritage embraces flexible ways of working for the successful candidate. This opportunity can be based in either our Toowoomba head office or remotely in SE QLD; however, there will be occasional travel to other offices as requested in order to adequately perform the role and complete training.

Here’s what you can do for us

We are looking for team members who are driven by achieving positive customer outcomes. You must be a confident communicator, with a genuine passion for helping people. To be successful in the role you will also need cash handling and reconciliation experience, be digitally savvy and able to quickly grasp new systems. Previous experience in a customer service role and prior experience in banking would be highly regarded. high quality customer service.”