First Nations Customer Lead | Customer Contact

At Bendigo Bank were committed to creating better outcomes for our customers communities and people and that includes delivering culturally safe respectful and responsive experiences for Aboriginal and Torres Strait Islander customers. Within Customer Contact this role plays a vital part in ensuring our services are accessible supportive and grounded in understanding.

As First Nation Customer Lead you will be a trusted point of connection for customers identifying as Aboriginal or Torres Strait Islander providing direct customer service while also shaping how the First Nations Customer Line operates and evolves. Youll bring strong cultural capability empathy and professionalism to every interaction helping customers navigate products and services with confidence.

Beyond day-to-day service youll act as a leader and advocate within Customer Contact supporting consultants improving processes and working closely with internal teams and community stakeholders to strengthen experiences meet regulatory obligations and contribute to improved financial wellbeing for First Nations customers and communities.

Key responsibilities:

• Deliver culturally safe respectful and responsive customer service across the First Nations Customer Line
• Act as an escalation point for customers and staff providing guidance on complex product service and process matters
• Support Customer Consultants to deliver positive first-time resolution experiences for First Nations customers
• Build strong rapport with customers through empathetic communication across phone email and digital channels
• Collaborate with the Senior Manager Diversity and Inclusion Customer Advocate and Extra Care teams to improve service design and delivery
• Lead the definition improvement and maintenance of First Nations Customer Line processes and outcomes
• Contribute to the development of targeted materials documentation and training to support culturally appropriate service
• Develop and deliver cultural awareness product and service capability uplift for Customer Consultants
• Track report and analyse KPIs related to customer satisfaction service effectiveness and continuous improvement
• Ensure all customer interactions meet regulatory risk and compliance requirements including RG271 timeframes
• Identify escalate and record risks issues and operational events in line with bank frameworks and policies

To succeed in this role wed love you to have:

• A deep understanding of Aboriginal and Torres Strait Islander cultures protocols and community contexts
• Experience supporting First Nations customers within financial services or a customer contact environment
• Strong communication skills with the ability to engage empathetically respectfully and clearly
• Confidence handling complex enquiries complaints and escalations in a culturally sensitive way
• The ability to coach and support others to build cultural awareness and service capability
• Strong collaboration skills and experience working with internal stakeholders and community partners
• Sound understanding of risk compliance and regulatory obligations within customer service environments
• A commitment to continuous improvement and improving outcomes for customers and communities
• Alignment with BENs values of make a difference be better together own it and find the right way
• First Nations applicants are strongly encouraged to apply for this role

We offer flexible work options that put our people first working in ahybrid modelwith a minimum local Head Office attendance requirementdeterminedby your Leader to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn stay connected and collaborate effectively especially for key activities like team days 1:1s and town halls.

This role isaPermanentFull-timerole ideally based in either Adelaide Ipswich or Bendigo.

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 theRecruiter forthis vacancy for a confidential discussion if there are any concerns meeting this requirement during the application processor if you would like to discuss the position further.

RecruiterName: Natalie Cornell Senior Talent Acquisition Advisor
Recruiter Email:

For more information check out the Application Process for Internal Candidatespage.