Member Support Officer
Hybrid · Melbourne, Victoria, Australia
Job Summary
Member Support Officer based in Melbourne (hybrid). Respond to member inquiries via phone, email, and in-person; assist with account management, including transactions, updates, and general queries; resolve member complaints and escalate when needed to ensure satisfaction. Maintain accurate records of interactions in the CRM/database; collaborate with other departments to enhance the member experience; stay informed on financial products and services; participate in training to improve service delivery. Requires a minimum of a high school diploma or equivalent and 1–2 years of customer service experience, preferably in financial services. Proficiency with CRM software and Microsoft Office; strong communication skills; ability to work in a team and handle multiple tasks; proactive problem-solving.
Required Qualifications
- A minimum of a high school diploma or equivalent; further education in finance or customer service is advantageous
- At least 1-2 years of experience in a customer service role, preferably within the financial services industry
- Strong communication skills, both verbal and written, with a focus on customer engagement
- Proficient in using customer relationship management (CRM) software and Microsoft Office Suite
- Ability to work effectively in a team environment and manage multiple tasks simultaneously
- Demonstrated problem-solving skills and a proactive approach to member support
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