Senior Customer Service Specialist

Customer Service Sales Outcomes Deliver structured, needs-based conversations across core banking products (Deposits, Credit Cards, Personal Lending, Insurance) Identify sales and referral opportunities aligned to customer needs Support achievement of individual and branch sales targets Helping all Australians own home through home lending support maintenance, top ups, switch renewals Customer Engagement Relationship Building Provide a welcoming and professional first point of contact in branch Build rapport and trust through genuine, customer-first interactions Educate customers on digital banking and self-service options Follow up on customer enquiries to ensure resolution Capability Development Actively build product knowledge across everyday banking and lending fundamentals Seek coaching, feedback, and development opportunities Participate in structured learning (e.g. FSRA Tier 2, lending accreditation pathway) Observe and learn from senior team members and specialists Risk, Compliance Operations Adhere to all policies, procedures, and regulatory requirements Maintain accurate records and system updates Follow escalation processes for risk or compliance concerns Support efficient branch operations and transaction processing Team Contribution Collaborate with team members to achieve branch outcomes Contribute to a positive and supportive team environment Participate in team initiatives and continuous improvement activities Your experience Essential Demonstrated high performance in a Customer Service Specialist or equivalent role Strong multi-product knowledge, including lending and everyday banking Proven ability to deliver effective needs-based sales conversations Strong interpersonal, communication, and influencing skills Solid understanding of risk and compliance requirements Lending accreditation (or working towards)