Job Description

The Customer Retention Manager is responsible for contributing to the delivery of Great Southern Bank’s retention strategy and plans. This role will have direct contact with customers, to identify their individual financial needs and provide effective solutions. The Customer Retention Team is key to delivering Great Southern Bank’s strategy for growth and customer retention.

You’re part of the Chief Operations Office. Or COO as we like to call it. We’re a customer-obsessed bunch, committed to helping all Australians own their own home. Together, we manage the entire customer experience. From attracting new customers through our strong brand and clever propositions, to retaining them and making them brand advocates through our award-winning service and support.

Customer growth is a big focus for us. So big in fact, it’s a key pillar of the Bank’s new growth strategy, ASPIRE. Why? Because growth means we can invest in even better propositions and experiences for our customers.

You’ll make an impact by:

• Proactively create solutions for customers, leveraging stakeholder relationships
• Accountability for meeting service standards, delivering against agreed operational requirements
• Create a seamless Great Southern Bank experience for customers and through every interaction in a way that will exceed expectations
• Take a proactive approach to continual development of your skills establishing your Individual development plans, which also includes identifying training and performance gaps

Do things differently with us

To succeed in this role, you will have:

• 5+ years’ experience in financial services and lending
• Demonstrated understanding of relevant legislation, compliance and operations (UCCC, Trade practices, Privacy Act etc)
• FSR Tier 2 certification
• Driven and ambitious to achieve excellence

Why Great Southern Bank?

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

Imagine working for a bank that truly helps people. You can.

Questions? Please contact our Talent Acquisition team at careers@gsb.com.au

At Great Southern Bank, we’re building a workplace where everyone belongs. We value diverse backgrounds, cultures, abilities and experiences - including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, and the LGBTQ+ community - because it makes us stronger for our people, customers and communities. Through flexible working, collaboration and fair, inclusive decision-making, we empower our people to do their best every day.

We move with purpose, are curious about what’s next, remain focused on what matters most, and are always ready to find smarter ways to help our customers and communities thrive. Our people bring energy and initiative to a fast-changing environment, making thoughtful decisions that balance doing good for our customers with driving sustainable success for our business. If you enjoy working in a place where priorities evolve, ideas are valued, and every action contributes to something bigger, you’ll feel right at home here at Great Southern Bank.

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