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Senior Customer Experience Specialist

Wagga Wagga

We have a fantastic opportunity for someone who is passionate about providing exceptional customer service and leading a team to do the same.

Why join us?

  • Full-time, Monday to Friday, no weekends
  • Make a real difference in your community by working in a customer-owned bank
  • Rewarding work environment, encouraging personal and professional growth
  • Competitive hourly rate of $36.55 per hour

About the role

We are looking for a motivated and enthusiastic Senior Customer Experience Specialist to join our team. As a vital member of our Branch Network, you will be responsible for supervising our Wagga Wagga and Culcairn branches with two direct reports as part of your team.

This is a permanent, full-time opportunity and based at our Wagga Wagga branch. You will also travel to and work from Culcairn from time to time, with expenses paid by Hume Bank.

The position is the perfect opportunity for someone who has led a small team and has experience providing an unrivalled customer experience, to start or continue their career in the Financial Services Industry. You will play an integral role in supporting our branch operations, enabling the team to deliver a superior customer experience and align products and services to meet our customer’s financial needs.

What you can expect

  • Work within our branches to deliver exceptional service to our customers
  • Provide coaching and leadership to customer experience branch staff members
  • Develop and maintain a thorough knowledge of our products and services and actively participate in continuous learning
  • Cash handling including accurately processing transactions and end-of-day balancing
  • Proactively assisting customers with their financial goals and increasing loyalty to Hume Bank
  • Establish and maintain effective working relationships with customers and your team alike
  • A competitive hourly rate of $36.55 per hour, in accordance with our Enterprise Agreement

About you

  • You are driven to deliver an exceptional customer experience and inspire others to do the same
  • You have relevant team management experience
  • You are comfortable on a computer and learning banking systems
  • You have strong communication, listening and relationship building skills
  • You actively seek information and answers and are a proactive learner
  • Tier 2 accredited (highly regarded)

About Us

At Hume Bank we’ve always believed the future is bright. In 1955 we started as a cooperative investment and building society to help people in our community achieve their dream of owning a home. Since then, we’ve grown to be one of Australia’s most successful regional banks, receiving awards from Canstar, RateCity, Mozo and finder, and we still remain 100% customer owned.

Banking brighter is about more than just banking. It’s about returning our profits back into the community and into the hands of our customers, and leading the way with innovation, technology and changing the future of our industry.

How to apply

If you have a true passion for exceptional customer service and are able to align products and services to meet our customers financial goals, click apply, to submit your application or email your application to Applications must contain a resume and cover letter outlining your interest in the position.

If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway, just make sure to include a cover letter to let us know why you’d be a great fit for the team.

Applications close: 19 July 2024

Hume Bank is an equal opportunity employer and welcome and encourage people from all backgrounds to apply. We are committed to building a culture that is inclusive, providing an ethical and diverse workplace where everyone is respected.

If you require any reasonable adjustments to the recruitment process or the role, please let us know by contacting

Our process

  • Once the role is closed, we review all applications against the requirements, creating a shortlist for further review.
  • If your application is successful, you may receive an initial screening call to further assess your suitability, before being invited to an interview.
  • We conduct two rounds of interviews, with the first interview being held with the reporting manager and a member of our People Team. You may be invited back to a shorter second-round interview with the head of the department.
  • The final stage is to complete some quick compliance checks, before (hopefully) receiving an offer.

We are committed to providing all applicants with an outcome for their application.