Senior Member Service Agent

JobsCloseBy Editorial Insights

Australian Military Bank, Australia’s Defence financial institution, seeks a Senior Member Service Agent for its Sydney Member Service Centre. You’ll manage complex member enquiries across phone, email and online channels, own member outcomes, promote digital banking, and refer lending, deposits, insurance and superannuation while supporting team capability. As 2IC to the Head of Member Inbound Fulfilment, you’ll coordinate workflows and escalations to sustain service excellence. Ideal candidates have retail banking or contact centre experience, strong communication skills, and a passion for helping others. To apply, tailor your CV to show multi-channel support, resolving complex enquiries, coaching or QA, and knowledge of lending and digital banking; mention compliance readiness. Quick interview process, probity checks required, apply now.

As Australia’s longest serving Defence financial institution, we have supported those who protect and serve our country for over 65 years. And as a member-owned bank, we are here for our members first, helping them to achieve their financial goals with a range of competitive products and personalised service. In 2024, we were named one of the World’s Best Bank by Forbes and won Canstar’s Consumer Bank of the Year for Everyday Banking.

At Australian Military Bank, we exist to serve those who serve. As a member owned bank, our decisions are driven by what’s best for our members - not shareholders.

We're looking for an experienced Senior Member Service Agent to join our Member Service Centre (MSC) team and play a key role in delivering exceptional member experiences while supporting the day to day success of the team.

About the Role

As a Senior Member Service Agent, you'll be a trusted point of contact for our members, managing complex enquiries across phone, email, web forms, service requests and chat. You'll take ownership of member outcomes, identify opportunities to meet members' banking needs and provide guidance on products, services and digital banking solutions.

In addition to frontline member support, you'll act as a key operational support and 2IC to the Head of Member Inbound Fulfilment, helping coordinate workflows, assist with escalations and support team capability and service excellence.

This is an excellent opportunity for an experienced banking professional who enjoys helping people, solving problems and supporting others to succeed.

What You'll Be Doing

Deliver Exceptional Member Service Manage member enquiries across phone, email and digital channels, resolving issues efficiently with a focus on first-contact resolution. Promote digital banking solutions and maintain accurate member records.

Support Member Needs Identify member needs through meaningful conversations and provide appropriate banking solutions. Refer opportunities across lending, deposits, insurance and superannuation while supporting member retention and relationship growth.

Resolve Complex Issues Investigate and resolve escalated enquiries and complaints, working collaboratively with stakeholders to achieve positive member outcomes. Maintain accurate complaint records and process approved fee refunds within delegation.

Support Team Operations Assist with workflow coordination, escalation management and operational continuity. Support service levels, contribute to process improvements and act as a key support to the Head of Member Inbound Fulfilment.

Build Team Capability Support team members through coaching, quality assurance activities and ongoing feedback. Promote compliance, product knowledge and continuous learning to strengthen service delivery and member outcomes.

What We're Looking For

An experienced retail banking professional with a background in contact centre or member service environments, strong customer service and communication skills, the ability to manage complex enquiries and competing priorities, and a passion for supporting others, with knowledge of lending and banking products and relevant financial services qualifications highly regarded.

This is more than just a customer service role, it’s a chance to launch your career in banking, gain valuable industry knowledge, and work with a supportive team that will help you grow.

If you enjoy helping people, solving problems and building relationships, we’d love to hear from you.

Benefits

Working with Australian Military Bank will provide you access to a great range of benefits including:

• Staff Banking product + Services discounts
• Novated Leasing options
• 4 weeks Paid Parental + Purchased Leave option
• Referral Reward Program
• Employee Assistance Program
• Annual Flu Shot + Blood Donor Leave
• Uniform allowance + Polo Shirt provided
• Service Awards

Probity check

As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.   

We move quickly with our interview process, if you are keen please submit your CV today!

This is an exciting, challenging position with the opportunity to build your career with a highly trusted mutual bank.

We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.

Australian Military Bank values diversity and is an equal employment opportunity employer.