Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks. The role of Payment Operations Officer is responsible for providing efficient, effective and accurate performance across a variety of Member service functions. This includes Cards, Direct Entry, NPP, BPay, Bank@Post, Statement requests, Government/3rd party Notices and requests and Deceased Estates. This role is based in Collingwood, Mascot or Traralgon. Why join us We have big plans to become Australia’s most trusted bank and a leading purpose-driven business. As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit. Every role and person in our bank is essential to bringing our values, purpose and aspiration to life. We offer flexible working options, competitive salary and 13% super. Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships. We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave. We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours. We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community. We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation. What you will be doing Process payment and batch files for Direct Entry, NPP, BPay, Cards, Bank@Post, Auto Transfers or as directed. Manage and maintain the dormant accounts and unclaimed monies registers in accordance with ASIC procedures. Investigate and respond to member enquiries and complaints received by secure email or phone in a timely and professional manner. Investigate, resolve and respond to Member investigations, discrepancies, and mistaken payments in accordance with the ePayments Code and Scheme Rules. Manage and assist with Government/3rd party notices and requests. Manage and assist with Deceased Estates matters and closures. Ensure procedures/policies/QUIKS are up to date with current processes. Perform any additional duties as directed by the Assistant Manager, Payments. What you will bring Proven experience in a contact centre or similar role within the banking sector, delivering strong results and behaviours Excellent written and verbal communication skills, with the ability to explain concepts clearly and professionally Strong understanding of risk practices, compliance requirements, and quality standards Effective time and priority management skills, with the ability to focus on what matters most and meet deadlines Collaborative team player who shares knowledge, contributes to meetings, and builds positive working relationships Customer-focused approach, using insights to improve service and maintain strong internal and external relationships High integrity and trustworthiness, with a commitment to transparency, confidentiality, and ethical conduct Proficiency in Microsoft Office applications and business communication tools Ability to manage multiple channels, conduct scenario research, and construct business-appropriate emails Solid understanding of mathematical concepts and accurate typing skills (minimum 35 WPM at 100% accuracy) Willingness to ask questions, challenge constructively, and escalate concerns appropriately Commitment to WHS responsibilities and continuous learning through required training Familiarity with contact centre systems and knowledge management tools (highly regarded) Ability to gather feedback and use it to improve processes (highly regarded) Ability to interpret data, identify trends, and develop solutions to improve outcomes (highly regarded) Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos. By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.
