Address
Form of workAre you looking for a career with endless opportunities? There’s more to us than banking.
We’re BCU Bank. We’re proudly based in Coffs Harbour and Brisbane and are part of P&N Group, which is amongst the largest customer-owned banking groups in Australia.
Our purpose is to enrich the lives of our customers and their communities. We provide a genuine banking alternative to those who are looking for competitive and convenient retail and business banking services and outstanding customer experiences.
BCU Bank customers interact with our dedicated teams through our 17 branches from Maroochydore to Port Macquarie, our local Contact Centre, modern digital banking channels, and BCU’s mobile retail and business banking lenders who are active in the communities in which they work.
About P&N Group
P&N Group is represented by BCU Bank in NSW and southeast Queensland and P&N Bank in Western Australia. With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600employees in group services, retail banking, broker, and business banking roles.
We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.
As part of our ongoing strategic customer-centric transformation, we’re focussed on making it even easier to bank with us for our customers of today and the future.
About the role
- Develop external referral and business generation sources.
- Develop local marketing initiatives and support organisational marketing campaign.
- Achieve business outcomes as per role responsibilities set out in balanced scorecard.
- Cross-sell appropriate products based on member needs, outbound call effectively, manage referral and lending pipeline as per SLA’s
- Make recommendations to improve service, policy and/or procedure. Ensure solutions are in line with member needs.
- Ensure effective communication with both internal and external customers.
- Manage service expectations of members in line with SLA’s.
- Ensure complaints are dealt with as a priority and resolved within SLA’s
- Maintain appropriate levels of product knowledge, completion of CPD as per legislative role requirements.
- Maintain appropriate level of industry knowledge to undertake role.
- Undertake activities for development or improvement as per L&D plan
- Compliance with organisational Policy and procedures, complete risk training requirements for role in a timely manner, escalation of potential risk and compliance events
- Consistently apply Empower framework in all member conversations.
- Assisting with members' financial needs through face to face and over the phone customer service, working to resolve issues at first point of contact.
- Engages in and implements retail lending and enrich initiatives, projects or new internal systems or processes as required.
What will you bring?
- Proven experience in a home lending role where you have had to manage the end-to-end lending process and customer experience.
- Exceptional presentation and communication skills
- A strong network of sources to leverage referrals.
- Proven history in meeting and exceeding sales and service targets/KPIs
- Extensive relationships and Business Development skills
- Strong understanding of banking products, services, and procedures
- Solid understanding and experience in credit procedures and policies
- Ability to work independently and in a team.
- Willingness to maintain appropriate knowledge of technology and applications in order to compliment your mobile service to borrowers.
- A desire to be an ambassador for the BCU Bank brand.
- Be open and flexible to before/after hours and weekend work, dependant on borrower's needs, in order to provide service excellence, grow your customer base and manage your pipeline.
- An unrestricted Drivers’ License
- Tier 2 Accreditation
What we can offer you
There’s life at work, and life outside of work – and we understand that.
P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.
To help you live your best life through work, we offer an extensive range of employee benefits.
- Work for a national multi-brand, customer-focused organisation
- Enjoy flexible work arrangements.
- An incentive scheme for exceptional performance
- Be supported with leadership and professional development.
- 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver.
- Generous discounts on home loans, personal loans, insurance and other banking products and services
- Up to two weeks’ additional purchased leave per year
- Two days’ paid volunteer leave each year to use with a community partner of your choice.
- An Employee Assistance Program
At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages, and cultures to apply.
If you need assistance or require flexibility to be able to fully participate in the application process, please email us at ***********@bcu.com.au
To find out more about what it’s like to work with us, visit https://www.bcu.com.au/careers.
If you believe you meet the selection criteria, we would love to hear from you. Please apply with your current resume, and a cover letter outlining your skills and experience by 08/03/2024.
(Note candidate screening and interviews may be conducted prior to the closing date of the job advert).
