CUSTOMER CARE ASSOCIATE
Location: Melbourne
Team: Customer Solutions
Is this your next role?
At Heartland, we believe in helping our people Bring your Heart. Build your future.
As our Customer Care Associate, you will be the first point of contact for customers and prospective customers seeking support with reverse mortgages. You will provide compassionate, accurate service across phone, email and chat, helping customers manage their accounts, understand our products and resolve enquiries with confidence.
Working closely with Customer Solutions, Operations, Technology and Digital teams, you will make each interaction count while ensuring customer records and outcomes meet our quality, privacy, security and regulatory standards.
This is a great opportunity for someone who enjoys solving problems, building trust and supporting customers through important financial conversations. You will have the scope to deepen your knowledge of specialist banking while contributing to a collaborative, evolving team.
A bit about us
At Heartland Bank Australia, we believe banking should help people get more from life. Whether we're helping Australians make more of their retirement, supporting farmers to grow their businesses or helping customers build their savings, our focus is on practical solutions that make a real difference.
We're a specialist bank with big ambitions and a culture where people are encouraged to bring their ideas, take ownership and grow with the business. As part of the wider Heartland Group, we combine the ambition of a growing business with a practical, people-first approach. We back our people to take ownership, challenge the status quo and make a genuine difference for our customers and communities.
What you'll do
Respond promptly and professionally to inbound and outbound customer enquiries about reverse mortgages, leads and other customer needs.
Explain Heartland products clearly and assist customers with transactions, account management and applications.
Troubleshoot online and mobile banking issues and guide customers towards practical solutions.
Manage complaints, resolve issues at first contact where possible and escalate complex matters appropriately.
Maintain complete and accurate customer records in core banking and CRM systems.
Contribute to customer satisfaction, first contact resolution, call quality and service targets.
Participate in ongoing learning to stay current with products, policies and regulatory requirements.
What you'll bring
We're looking for someone who is calm, empathetic and customer-focused, with the judgement to balance great service with accuracy and compliance.
To be successful in this role, you'll bring:
1-3 years' experience in a contact centre, banking or customer service environment.
Excellent verbal and written communication skills, with the ability to explain information clearly and compassionately.
Strong problem-solving and decision-making skills, including sound judgement about when to escalate.
The ability to manage high call volumes, competing priorities and multiple systems in a fast-paced environment.
High attention to detail, professionalism and integrity.
Confidence using Microsoft Office and CRM or banking software.
A collaborative approach and commitment to delivering consistently positive customer experiences.
Desirable:
Experience in financial services or specialist lending.
Knowledge of financial products, banking regulations and customer verification procedures.
You'll thrive at Heartland if you
Take ownership of customer enquiries from start to finish.
Communicate clearly and proactively with customers, colleagues and stakeholders.
Seek feedback, keep learning and apply new knowledge to improve outcomes.
Contribute positively to team culture through the quality of your work and relationships.
Do what's right for customers and colleagues, even when the answer is not straightforward.
Why Heartland?
At Heartland, our Employee Value Proposition is simple: Bring your…