We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen. It starts here. With Bendigo Bank… and you. Applications close: Tuesday, 28th January 2025 Position Description: Position Description - Team Member iSupport - Jan 2025.docx In Retail Banking, our customers are at the heart of everything we do. This specialist team plays a vital role in delivering exceptional service and advice to Retail Banking staff in both the Branch and Mobile networks. Offering coaching, guidance and expertise on policies, procedures and processes. The team provides frontline support to Bendigo Bank staff by responding to inbound enquiries as well as delivering impactful programs and projects that fuel the ongoing growth and evolution of the branch network, with a focus on achieving performance and growth goals. Key responsibilities: You will deliver frontline operational support, resolving queries and delivering expert advice to retail branches and stakeholders, ensuring to provide a positive and seamless experience. You will collaborate with teams like Risk, Legal, Customer Contact and Financial Crimes to resolve issues as well as enhance processes and drive continuous improvement. You will uphold compliance with policies and procedures while delivering exceptional service to customers and staff. This is a Full time, permanent position, total of 76 hours per fortnight where Perth, Western Australia is the preferred location, but we are open to all locations. The iSupport opening hours are Monday – Friday, 09:00 – 17:00 (AWST) and 09:00 – 20:00 (all other time zones). If you are outside of Perth, you will be required to work a rotating roster within these opening hours. We prioritise our people with a hybrid model that currently includes a minimum of 40% per week in a Head Office/Regional Office, increasing to 60% as of July 2025. To succeed in this role, we’d love you to have: Proven branch experience with a solid grasp on retail operations and a genuine enthusiasm for adhering to and improving policies and procedures. A proactive approach by taking initiative to identify opportunities for improvement and drive solutions independently A positive mindset, as well as a flexible attitude toward change, embracing new challenges with enthusiasm Exceptional written and verbal communication skills with the ability to articulate information. A confident, professional phone manner, ensuring positive interactions with customers and stakeholders alike So, why work with us? Want big impact that matters? Here, you’ll know your work directly benefits the customers and communities we all serve. Want to be more than just a number? Join a team that truly values you – and that gets more and more diverse every day. Want career opportunity AND flexibility? Achieve both here, where we know that balance and progression go hand in hand. You’ll also get access to a great range of benefits, including: Hybrid work? Flexible hours? A compressed work week? Our flexible work options are designed to suit your life. Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members. We’re making better, bigger. And we’ll get there with you. Could you be our newest iSupport expert? Now’s the time to set your sights even higher – on the future you and the future career you deserve. Still in two minds? Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application We believe a diverse workforce supported by an inclusive culture is central to our success, and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process. Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application. Please contact the Manager of this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further. Manager Name: Chelsea Collins | Manager iSupport | National Operations Manager Email: Chelsea.Collinsbendigoadelaide.com.au Manager Phone: 0434 693 252