Job Description

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Member Service Officer

Advertiser: Police Bank2.6957 out of 52.7 overall rating (23 employee reviews) More jobs from this company

Job Information

Job Listing Date
20 Nov 2020
Newcastle, Maitland & Hunter
$60,000 - $64,999 plus superannuation
Work Type
Full Time
Banking & Financial Services, Banking - Retail/Branch

About Us

Police Bank is a progressive, people-focused financial institution offering its Members a competitive range of financial products and services. With over $1.7 Billion in assets, Police Bank is one of Australia's fastest growing Mutual Banks.

About the Role

We currently have an excellent opportunity for a Member Service Officer to join the team at our Newcastle branch.

The individual will be responsible supporting first time members joining Police Bank as well as continuing to meet all existing member needs and providing all appropriate retail banking products and service. Including but not limited to assisting members with general banking enquiries, personal lending enquiries and home lending enquiries and applications.


Role responsibilities will include:


  • Accurately identifying member’s needs and ensure they are aware of the products and services which meet them, maintaining a high level of product and procedural knowledge to ensure accuracy of information to members
  • Actively exploring opportunities to cross-sell and maximise member’s use of Police Bank’s products and services including insurance products
  • Ensuring all loan processing is accurate and turnaround and delivery times are within the Bank’s service level standards and ensure loan documentation is completed to the highest standard
  • Implementing continuous improvement processes to maximise accuracy and minimise error rates
  • Advising members of their eligibility for other loan services where appropriate
  • Resolving member complaints in accordance with the Bank’s policies
  • Ensuring effective liaison with other branches and departments on behalf of members with account enquiries
  • Demonstrating both face-to-face and telephone professionalism that meets or exceeds the Police Bank service expectations
  • Striving for members to regard Police Bank as a partner to their financial goals

About You

To be considered for the role you must have:

  • Tier 2 Accreditation or be willing to undertake
  • Have previous experience in a customer facing role in retail banking
  • Have knowledge of financial industry landscape, rules and regulations
  • Demonstrated experience in meeting targets
  • Exceptionally high standards of customer service and professionalism
  • Demonstrated ability to maintain client and team relationships
  • Leadership and management experience will be highly regarded, but not essential
  • Demonstrated willingness to embrace organisational change including use of modern technology and an ability to analyse and problem solve in the context of change and continuous improvement


Does this sound like the role for you? Apply now!


Should you have any questions about this position please contact Sharron Cooper (Branch Manager) at


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