Customer Care Associate We have an exciting opportunity for a Customer Care Associate to join our Reverse Mortgages team based in Melbourne, Australia. The Customer Care Associate serves as the first point of contact for customers, providing exceptional service and support via phone, email, chat, and other communication channels. This role involves handling inquiries related to accounts, loans, credit cards, online banking, and other financial products and services. The representative ensures all customer interactions are professional, accurate, and compliant with company and regulatory standards. Is this your next role? You will simplify financial talk, put people’s needs first, and represent our values with integrity and heart. You will play a pivotal part in delivering outstanding customer outcomes, every step of the way. Does this sound like you? You love connecting with people and making them feel heard, whilst being proactive, professional, and ready for any challenge. You are motivated by guiding others through financial decisions with ethics and compassion and thrive in dynamic environments where delivering exceptional customer service is your passion. You’re a pro with: Banking experience in a contact centre environment Respond promptly and professionally to inbound customer inquiries regarding reverse mortgage products, eligibility, and application processes. Respond to inbound customer inquiries in a timely and professional manner. Provide information on products, services, and account details. Assist customers with transactions such as balance inquiries, fund transfers, and loan or credit applications. Troubleshoot issues with online or mobile banking platforms. Handle complaints, resolve issues, and escalate complex cases when necessary. Maintain detailed and accurate customer records in core banking systems. Follow all security, privacy, and compliance procedures, including anti-fraud protocols. Meet or exceed key performance indicators (KPIs) such as call quality, first contact resolution, and customer satisfaction. Participate in ongoing training to stay updated on products, policies, and regulatory requirements. Qualifications/Certification: Experience: 1–3 years in a contact centre, banking, or customer service environment (financial services experience preferred). Skills: Empathetic, resilient and solutions-focused when managing complex or sensitive situations Excellent verbal and written communication skills. Strong problem-solving and decision-making ability. Ability to handle high call volumes and multitask in a fast-paced environment. Proficient with MS Office and CRM/banking software. Knowledge of financial products, banking regulations, and customer verification procedures. Personal Attributes: Customer-focused with a positive attitude. High level of professionalism and integrity. Attention to detail and accuracy. Team-oriented with strong interpersonal skills. A bit about us and what we do At Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank. We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH) Can you see yourself here? Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups. Our perks include flexible working, regular team social activities and events, flu vaccinations and more. Diversity & inclusion At Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers. We're an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process including a sign language interpreter or speech-to-text reporter. Feel free to share your pronouns in your application. Keen to learn more? To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia Please note you must be eligible to work in Australia.
