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If communicating with people over the phone comes naturally to you, we would love to hear form you!

This is a unique role as a Member Relations Officer, based out of our bcu Bowraville Branch, and will work as part of the contact Contact Centre team while also assisting our members with face to face enquiries. You will be the first point of contact for bcu members and in-bound callers accessing the bcu phone line. You will use your friendly customer service skills paired with your knowledge of bcu products, services and procedures to assists members with their enquiries and provide an exceptional customer experience. 

A little about us ...

We’re bcu. We’re proudly based in NSW and QLD,  and are part of the one of the largest customer-owned banking Groups in Australia. Driven by our long held belief in the value of mutuality, we strive to achieve success on behalf of our customers, our communities and each other with passion, energy and commitment.

bcu began in the banana growing area of New South Wales fifty years ago and has grown in size with a footprint that now delivers contemporary banking services from the Sunshine coast in Queensland to Port Macquarie in NSW. 

With regional offices in Coffs Harbour and Brisbane, we provide a genuine banking alternative to those who seek competitive and convenient retail and business banking services, convenient digital and mobile banking, outstanding customer experiences and a community spirit that lives in the regions where we operate. In fact, our very purpose is to enrich the lives of our customers and their communities.

bcu customers interact with our dedicated teams through our 22 branches, our local Contact Centre, modern digital banking channels and bcu’s mobile retail and business banking lenders who are active in the communities in which they work. 

We stand for empowering our people and customers and value innovation, agility and the ability to develop strong relationships.  Our workplace is collaborative and engaging where our people can learn, develop and thrive.

We’ve recently embarked on an exciting and significant digital transformation to build a bank of the future for our current and future customers.   And, we’re on the lookout for more talented people to join our team.

With significant employee benefits such as paid parental leave, purchase leave, employee education scheme and leadership and professional development, this role might be for you…..

Some of your key responsibilities will include…

  • Answering and returning member phone calls
  • Communicating effectively and providing members with recommendations in regards to bcu products and services
  • Communicating via WebChat with members to answer queries
  • Accurately processing customer transactions
  • Strict adherence to bcu’s policies and procedures
  • Providing clear direction and instruction to members with regards to their queries
  • Identify opportunities to cross sell and refer business
  • Ability to build rapport and proactively resolve queries
  • Meet and exceed Contact Centre service targets
  • Maintaining up to date knowledge of bcu news, events and information and be confident in your delivery to members

To be successful for this role you will need…

  • Strong time management and organisational skills;
  • The ability to adapt your communication style depending on the situation;
  • Strong problem solving and troubleshooting skills;
  • Experience in maintaining strict confidentiality at all times;
  • Strong verbal communication skills with the ability to calmly articulate processes clearly and methodically
  • Flexibility in working hours – Between the hours of 8am and 6pm
  • ASIC Tier 2 (RG146) qualification
  • Previous Call Centre experience will be highly regarded

If this sounds like you and you would like to apply, please submit a Covering Letter addressing the above criteria, as well as a current CV, by COB Friday 10th September 2021 and complete the online application form and email to hrdept@bcu.com.au. To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status.

The successful candidate will be required to submit to and pass an assessment deeming them fit to work within the finance industry. (Please read our bcu Privacy Notification for job applicants and bcu Privacy Policy)


bcu is a division of Police & Nurses Limited following the successful merger between Bananacoast Community Credit Union Ltd and Police & Nurses Limited. You will be employed by its subsidiary company P&N Recruitment Pty Ltd ABN 85 637 912 488

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