Member Experience Officer - Heritage Bank, Contact Centre Toowoomba

We have an exciting opportunity for Member Experience Officers to join the team full-time in our Heritage Bank / People First Bank Contact Centre in Toowoomba.

About the Role:

Being able to connect meaningfully and personally by putting ‘People First’ is core to our business and helps us to deliver financial security and prosperity to our customers. You will provide high quality service experiences by initiating quality conversations with our customers, providing the right solutions to assist them in achieving their goals and financial needs. 

Operating Hours

The Contact Centre operates 24/7, so availability to commit to flexible shifts including outside of business hours and weekends is essential. 

What you’ll be doing: 

•         Assisting members with their transactional needs and enquiries. 

•         Engaging in needs-based conversations to find the right solutions for our members, every time! 

•         Building relationships to help members achieve their long-term financial goals.

•         Educating members on how to utilise digital and mobile banking tools to enhance their banking experience. 

•         Collaborating with your team to achieve strategic goals. 

About You:

You’re a people first team player who understands what great service looks like. Proactive and results driven, you thrive on reaching goals and love making a positive impact for our customers. 

This role is for you if you:

• Can communicate with empathy and clarity
• Genuinely enjoy helping people by providing positive customer service experiences
• Feel comfortable learning new digital systems
• Bring experience in customer service 

No banking experience? No problem, we’ll provide thorough, ongoing training to set you up for success!

We will consider applications from candidates in both the Brisbane and Toowoomba regions for this role, however the initial training will be completed at the Contact Centre in Toowoomba and the role will also require regular attendance (minimum one day per month) in office. We encourage you to put thought into how the work may be undertaken given your location and what support you may require.

This is an opportunity to step into a new role, grow professionally, and continue to make an impact within our organisation. Join us in shaping the future of People First Bank while advancing your career!

Why you’ll love working here:

When you come to work at People First Bank, you’ll be joining a team of friendly and motivated employees who value making a difference every day for our customers, community, and the planet. 

Putting ‘People First’ starts with our team members and we are committed to creating a workplace where every team member feels respected, included and safe to be themselves. 

What you can expect from us:

• ‘Shine’, a peer-driven recognition program that highlights your contributions
• Access to inclusive learning, development opportunities, and diverse pathways for growth and advancement
• Access to a dedicated employee rewards and benefits platform for wellbeing resources and discounts across a wide range of everyday products and services
• Employee banking benefits and discounted insurance products
• Wellbeing initiatives that care for your physical, mental and emotional health, including access to an Employee Assistance Program for you and your family
• Corporate health insurance discounts Competitive leave benefits, including two days of paid volunteer leave each year through our Good Squad initiative

In 2023, People’s Choice and Heritage Bank united to create People First Bank — Australia’s largest mutual bank. We are 100% customer-owned with over 700,000 members and 2000+ employees. We have dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory.

We’re proud to be an organisation that’s big enough to make an impact; agile enough to influence and do interesting work; and personal enough for you to feel genuinely supported and valued.

Next steps:

If this feels like the right opportunity and environment for you, we’d love to hear from you. Click Apply Now to submit your CV and cover letter.

Applications close EOD Friday 29 May 2026.

For questions or support, contact our Talent Acquisition Team: careers@peopleschoice.com.au or hr.recruitment@heritage.com.au

“Our diversity makes us stronger” We are committed to fostering a diverse, inclusive, and culturally safe workplace and welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.