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Defence Bank is a member-owned bank that has been proudly serving the Defence Community for 50 years. With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.
The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.
Winner of the Best Reward & Recognition program 2024 and a finalist for Employer of Choice 2024, it is not only our employees who think our bank is truly one of the best places to work.
Job Description
The Opportunity.
This is an 18-month fixed term role covering parental leave. As a Contact Centre Specialist at Defence Bank, you’ll be a trusted point of contact for our members, delivering exceptional service across phone, email, webchat, and secure messaging. You’ll support members with their everyday banking needs, complete financial transactions, and help them achieve their financial goals—always putting members first.
This role plays a key part in strengthening relationships within the Defence community, ensuring every interaction is professional, empathetic, compliant, and aligned to Defence Bank values. You’ll also contribute to broader business initiatives and support the ongoing growth of our member base.
What your day looks like?
As the first point of contact for many of our members, you’ll provide professional, empathetic, and timely support. This includes:
Supporting members across multiple channels including phone, email, webchat, and SecureMail.
Assisting with enquiries, transactions, account openings, personal loans, and other member services.
Delivering timely, accurate, and empathetic service while meeting performance targets and SLAs.
Encouraging and supporting members to adopt digital banking services and self‑service tools.
Ensuring all interactions and transactions comply with legislation, Defence Bank policies, and internal processes.
Maintaining and growing product knowledge to confidently support a broad range of banking needs.
Proactively advocating for members and promoting Defence Bank products and services.
Contributing to continuous improvement initiatives and supporting team and bank‑wide priorities.
Desired Skills and Experience
About you.
We’re looking for someone who enjoys connecting with people, delivers a positive and memorable member experience, and can identify needs through meaningful conversations to support members with the right banking solutions.
To be successful in this position, you will have:
At least two years’ experience in a retail sales or customer service environment, ideally within financial services.
Strong communication skills with a genuine passion for helping people.
A member‑first mindset, with the ability to build trust and rapport quickly.
High attention to detail, accuracy, and a strong compliance focus.
Confidence using digital tools and supporting others to do the same.
Strong organisation, time management, and problem‑solving skills.
Ability to work autonomously while contributing positively to a collaborative team environment.
A curiosity to learn, develop banking knowledge, and grow your career within Defence Bank.
