Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.  

The Customer Care Specialist is responsible for supporting customers experiencing vulnerability and financial hardship, ensuring compassionate and effective assistance. The role includes managing customer care cases, collaborating with internal departments to address customer needs and working towards the best possible outcomes. The specialist will also provide regular feedback to the Customer Care Supervisor to support continuous improvement and informed decision making.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Monitor the Customer Care Register and manage cases involving customers experiencing vulnerability, ensuring timely, appropriate and customer‑focused support, including referrals to relevant support services.
• Respond to enquiries from customers, internal teams and third parties in line with Bank Australia’s policies, procedures and service standards.
• Assess customer circumstances and recommend suitable support solutions, including hardship assistance and promise‑to‑pay (PTP) arrangements, working closely with the Financial Support team where required.
• Manage and document customer cases accurately, ensuring all actions, communications and outcomes meet compliance and quality requirements.
• Deliver timely responses to customer and internal enquiries, meeting or exceeding agreed service level agreements (SLAs).
• Maintain a strong understanding of regulatory obligations, policies and procedures, applying them consistently in all customer interactions and case management activities.
• Participate in training and professional development activities to continually enhance capability and service delivery.
• Build effective relationships with frontline teams, leaders and external mutual groups to support positive customer outcomes and perform other duties as required within the scope of the role.

What you will bring

• Strong emotional intelligence and empathy, with the ability to support customers experiencing hardship and vulnerability in a respectful and compassionate manner.
• Excellent communication skills, including active listening and the ability to build trust and ensure customers feel heard and understood.
• Sound judgement and critical‑thinking skills, able to assess individual circumstances and determine appropriate support pathways and solutions.
• Resilience and professionalism, maintaining composure and effectiveness in challenging or high‑pressure situations.
• Proven ability to deliver exceptional customer outcomes, balancing empathy, fairness and risk awareness.
• Strong organisational, prioritisation and time‑management skills, with the ability to manage competing demands and meet service level agreements.
• Effective problem‑solving skills, including the ability to investigate, follow up and resolve customer and internal enquiries thoroughly and efficiently.
• Demonstrated experience supporting customers experiencing vulnerability, with a sound understanding of best‑practice standards, regulatory expectations and customer support frameworks.
• Proficiency in Microsoft Office and sound knowledge of Bank Australia’s products, services, systems and internal support pathways.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.