Customer Care Associate

Customer Care Associate

Melbourne | Fixed Term - 6-month Contract - Full Time

We are looking for a Customer Care Associate to join our growing Customer Solutions team and help deliver outstanding experiences for our customers every day.

Is this your next role?

As a Customer Care Associate, you will be the first point of contact for customers exploring or using our products. Whether you're answering enquiries, supporting applications, resolving issues or guiding customers through our digital channels, you will play a key role in delivering a positive and seamless customer experience.

What you'll be doing

• Providing exceptional service to customers via phone, email and digital channels.

• Supporting customers with product enquiries, applications and account requests.

• Assisting customers with online and mobile banking queries.

• Resolving customer concerns and identifying solutions that deliver positive outcomes.

• Building trusted relationships through clear communication and genuine care.

• Maintaining accurate customer records and documentation.

• Working within banking, privacy and compliance requirements.

• Contributing to team goals and continuously improving the customer experience.

What you'll bring

We are looking for someone who genuinely enjoys helping people and takes pride in delivering great service.

You'll have:

• Previous experience in customer service, contact centres, banking or financial services.

• Strong verbal and written communication skills.

• A positive, customer-focused mindset.

• Confidence navigating multiple systems and technologies.

• Excellent attention to detail and problem-solving skills.

• The ability to manage competing priorities in a fast-paced environment.

• A collaborative approach and willingness to learn and grow.

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.