This is a Member Relationship Officer role with Teachers Mutual Bank Limited based in Sydney, NSW, AU Teachers Mutual Bank Limited Role Seniority - junior, mid level More about the Member Relationship Officer role at Teachers Mutual Bank Limited About your Role Join our Customer Relationship Team as a full time Member Relationship Officer. You will be responsible for providing an efficient, high-quality level of service to members assisting the banks’ customers with membership onboarding and lending retention interactions. As a Member Relationship Officer, you will also be actively cross-selling and promoting the organisation’s products and digital self-services in order to maximise business opportunities. Key Responsibilities Conduct outbound calls and receive inbound calls for Membership onboarding, effectively to attract, bind, retain and increase the wallet share of our members with the bank Identify existing and potential member needs, recognising appropriate opportunities to maximise product penetration and uptake whilst simultaneously enhancing the member/customer experience. Actively cross selling the organisation’s products and services (as appropriate to each member/customer) using TMBL’s preferred selling methodology (e.g. Sales Integrity, Features and benefits model, ethical outbound selling techniques etc). Works collaboratively with the team to achieve agreed team Service Level Agreement’s, by actioning member’s enquiries and correspondence within acceptable timeframes. Assists with other duties in the department as required. Conducts all tasks with a high level of accuracy and attention to detail. About You You are a dynamic individual with a passion for providing exceptional customer service. You thrive in a fast-paced environment and are committed to excellence in all aspects of your work as well as having: Strong customer service experience (banking/finance highly regarded) Previous contact centre experience is preferred Strong verbal and written communication skills FSR Tier 2 Accreditation (highly regarded) About Us Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia’s essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community. We have been named one of the World’s Most Ethical Companies for ten years in a row and are a Certified B Corp Bank. Our employees embrace our organisation’s values of passion, advocacy, and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality, and a focus on striving to deliver exceptional member service. How to apply Please click the APPLY button and follow the prompts. For a confidential conversation, please contact talent@tmbl.com.au We work under a hybrid working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn! Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Teachers Mutual Bank Limited team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Conducting calls Identifying needs Cross-selling products Key Strengths Customer service experience ️ Communication skills Attention to detail Contact centre experience FSR Tier 2 Accreditation Sales techniques A Final Note: This is a role with Teachers Mutual Bank Limited not with Hatch.
