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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.
At Defence Bank, we exist to serve those who protect us. As Australia’s Defence Bank and a proud member‑owned organisation, we offer a career like no other — one grounded in purpose, trust, and putting members first.
We’re seeking a Member Relationship Specialist – Virtual Lender to deliver high‑quality lending services to members through digital and phone‑based channels, including Microsoft Teams. This role is primarily focused on managing and converting inbound online lending leads, supported by Defence Bank’s strong market presence and reputation as a DHOAS‑approved lender.
You’ll engage members in an omni‑channel way — digital, phone, and where locally convenient, face‑to‑face — providing expert lending advice, guiding members through complex lending decisions, and building long‑term relationships that support retention and future growth.
This is a role for a lending professional who enjoys sales, values quality and compliance, and wants to build specialist expertise while working flexibly in a supportive, high‑trust environment.
This position is accountable for:
Manage and convert inbound digital lending enquiries into high‑quality loan applications via phone and Microsoft Teams
Proactively follow up leads to ensure timely progression from enquiry to settlement
Provide expert advice on home lending products, including the Defence Home Ownership Assistance Scheme (DHOAS)
Identify and deliver cross‑selling opportunities, including general insurance and related financial products
Build strong, trusted relationships with members through exceptional service and clear, confident advice
Achieve individual lending sales, quality, and compliance targets
Deliver a seamless and consistent member experience across digital, phone, and face‑to‑face channels
Operate in line with all relevant legislation, responsible lending obligations, and Defence Bank’s risk and compliance frameworks
Contribute to continuous improvement, strong data quality, and a collaborative team culture
Desired Skills and Experience
About you.
You’re passionate about delivering outstanding service while seeking opportunities to meet and exceed sales targets and thrive on the challenge of growing a sustainable business.
To be successful in this position, you will have:
A genuine passion for delivering a consistent and memorable member experience
Strong ability to uncover needs, provide the right solutions, and achieve results
Natural confidence in building rapport and trust quickly
At least two years’ experience in a retail sales environment, ideally within financial services
Completion of Year 12 or equivalent
Working credit knowledge, with home loan writing experience desirable
A proven track record of achieving individual and team performance goals
Strong stakeholder skills, with the ability to build effective working relationships at all levels
Effective time management, including the ability to manage competing priorities and interruptions
Confidence using Microsoft Office applications to produce documents, presentations and spreadsheet
