Customer Care Associate at Heartland Bank Ltd

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

0.0

Posted On

20 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Banking Experience, Problem Solving, Communication, Online Banking, Complaint Handling, Record Keeping, Teamwork, Compliance, Training, Time Management, Attention to Detail, Technical Support, Financial Products, Customer Support, Issue Resolution

Industry

Banking

Description

Customer Care Associate We have an exciting opportunity for a full time Customer Care Associate to join our Customer Contact Centre team based in Melbourne, Australia. Love helping customers get answers quickly and clearly? Enjoy the pace and teamwork of a good contact centre? Come join Heartland’s Customer Care team, where your day is all about supporting existing customers with their banking needs — from reverse mortgages to term deposits and savings accounts. 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. What you will do: You will be the first point of contact for existing Heartland customers, helping with: Questions about their reverse mortgage, drawdowns, interest, or account changes. Queries about term deposit rates, maturities, reinvestment options and general account maintenance. Support for savings accounts, balances and transactions. Troubleshooting online or mobile banking access or issues. Handling complaints, resolving issues and escalating when needed. Updating accurate notes in Heartland’s core banking systems. Protecting customers by following privacy, security and anti‑fraud protocols. Staying current through ongoing product and compliance training. 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. 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. Heartland is an innovative and award-winning financial services group. We’re committed to creating a culture of inclusivity that celebrates our diversity and supports the wellbeing of our people. Introduce yourself to our team and we'll get in touch if there's a role that seems like a good match. Across the Heartland group, we’re looking for people who will embrace the opportunities we provide to learn, contribute and make a difference. You’ll find meaningful work and an environment that is fast-paced, rewarding and supportive. The Heartland group is a digital financial services group of companies, which includes Heartland Bank in New Zealand and Heartland Bank in Australia (which includes our StockCo team).

Responsibilities

The Customer Care Associate serves as the first point of contact for customers, providing exceptional service and support across various communication channels. Responsibilities include handling inquiries related to accounts, loans, credit cards, and troubleshooting online banking issues.