About the team:

Our Indigenous Customer Assistance Line (ICAL) is the first of its type for banking in Australia. Our team was developed to provide a relevant banking service for our remote Indigenous customers in Far North QLD and surrounding islands, NT, WA & far North SA to assist them with managing their money. ICAL is run by a dedicated team that can respond to specific needs of our remote customers. When you break it down, your job will genuinely make a difference to the wellbeing of Indigenous Australians.

Aspects of the role:

• 12-month fixed term contract, full time (38 hours per week) position.
• Start Date: 12th October 2026
• Operating Hours: Monday to Friday 9am to 8pm and Saturdays from 8am until 2pm Sydney/Melbourne time. Your shifts can be any time within those hours
• We are open during Public Holidays. We will have our team work those days on a rotating basis
• We are flexible on your location and this role is working from home with one day a fortnight in an office.

Your responsibilities:

In this role you’ll build and maintain positive relationships with Indigenous customers and communities. Ensuring mob have access to the Banks wide range of products and services.

Day to day you’ll be on the phone to customers, delivering outstanding customer service. You’ll answer questions about their banking, promote our self-service options, and identify issues and service gaps.

When you’re not supporting mob directly, you’ll work with a range of stakeholders, Community and Government Services, to support the bigger picture of assisting Indigenous customers with their everyday banking. This puts you at the front line, helping secure financial security and advancement for our people.

In a nutshell you’ll:

• Be committed to assisting Aboriginal and/or Torres Strait Islander groups, communities and individuals with accessing inclusive self-service banking options.
• Ensure that communication and information to Aboriginal and/or Torres Strait Islander Peoples/communities is culturally appropriate and effective.
• Conduct presentations and liaise with internal stakeholders across the Bank.
• Build rapport quickly – the ICAL team is busy, so working out your customers’ needs and taking that enquiry from end to end is critical.

About you:

This role would suit an enthusiastic and determined individual, who’s passionate about building positive relationships with our Indigenous customers. In this team your knowledge and understanding of Australian Indigenous communities, cultures and the issues affecting Aboriginal and/or Torres Strait Islander People will be valued and applied.

To do this you’ll have:

• Highly developed written and verbal communication skills.
• Demonstrated customer and community engagement skills.
• Ability to work in collaboration with communities, stakeholders and other government and non-government agencies. You’ll need to interact, engage and persuade different people across community – from small business owners to community representatives.
• Strong customer service experience with excellent attention to detail.

Aboriginal and/or Torres Strait Islander Peoples are encouraged to apply