Member Relations Specialist - Tweed Heads

Where you’ll add value

As a Member Relations Specialist at BCU Bank, you will have a customer focused mindset, responsible for delivering excellent personalised service to all members.

Through having genuine, rich conversations you will identify members short- and long-term financial goals and make recommendations on suitable BCU Bank products and services. The primary focus of this role will be providing end to end experience, from initial enquiry all the way through to fulfilment of consumer lending products, Insurance products and other collateral products and services offered by BCU Bank.

This role will promote a complete package to our members based around our brand themes, which will deliver superior value to our members and the organisation whilst promoting the benefits of long-term loyalty.  

Reporting to the Branch Manager, some of your key responsibilities include:

• Consistently apply Empower framework in all member conversations.
• Assisting with members' financial needs through face to face and over the phone customer service using our Empower framework and working to resolve issues at first point of contact.
• Identifying opportunities to promote our range of financial products to achieve sales results aligned to business KPI's and offering services to match their needs whilst building relationships for future business opportunities.
• Assisting in the development of long term mutually rewarding relationships between BCU Bank and our members and deepen advocacy.
• Engages in and implements retail and Empower initiatives, projects or new internal systems or processes as required.
• Ensure all activities, conduct and performance comply with relevant legislation and P&N Group policy. Proactively considers risk in day-to-day business activities and decisions.
• Actively participates in all coaching sessions and leadership routines, engages coaching with Member Relations Officer’s to increase consumer lending knowledge.

What sets you up for success

• A customer-first mindset, with a passion for delivering personalised, high-quality member experiences
• Demonstrated experience in a retail customer service environment; exposure to banking or financial services (personal/home lending) is advantageous
• Proven ability to deliver both sales and service outcomes in a fast-paced, target-driven environment (face-to-face and over the phone)
• Cash handling experience with strong accuracy and attention to detail
• Experience collaborating with internal teams and stakeholders to achieve shared goals
• Strong numerical and problem-solving skills, with the ability to interpret member needs and recommend suitable solutions
• Excellent verbal and written communication skills, with the ability to build rapport and trust
• High level of attention to detail, with a strong focus on risk awareness and compliance
• Solid digital capability, including Microsoft Office and CRM systems
• Certificate in Financial Services (or related qualification) – desirable
• FSRA Tier 2 Accreditation is desirable

What we can offer you

There’s life at work, and life outside of work – and we understand that. That’s why we offer an extensive range of employee benefits.

• Be supported with leadership and professional development, such as education assistance, mentoring, and emerging leadership programs.
• Generous discounts on home loans, personal loans, insurance, and other banking products and services.
• An incentive scheme for exceptional performance, up to two weeks’ additional purchased leave per year, and novated lease program.
• 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver.
• Two days’ paid volunteer leave each year to use with a community partner of your choice.
• Employee social clubs in our Perth and Coffs Harbour corporate offices.

About us  
                                           
Are you looking for a career with endless opportunities? There’s more to us than banking.

At BCU Bank, our purpose is to enrich the lives of our customers and their communities, and we take pride in offering a genuine banking alternative to those who are looking for competitive and convenient retail banking services and outstanding customer experiences.

We have 14 branches serving customers across from Tweed Heads to Port Macquarie, with vibrant Head Offices in Brisbane and Coffs Harbour, modern digital banking channels, and mobile retail and business banking lenders who are active in the communities in which they work.

We’re part of P&N Group - one of Australia’s largest customer-owned banking groups - alongside P&N Bank in Western Australia.

Our culture is the sum of how we do things – and we believe it’s a real point of difference. Our culture is shaped by each and every one of us and by joining us, you will shape it too. We empower our people, mistakes are seen as an opportunity to learn, and we encourage diverse thinking.

As we continue to transform, shape, and develop the products, services, digital tools, and experience we offer our customers of today and tomorrow. To help us achieve our ambitious plans, we’re looking for talented individuals to join our team.

What does our recruitment process look like?

The process can include a phone screen, virtual and/or face-to-face interview, psychometric testing, reference checks, and all relevant background checks.

At P&N Group, we are committed to creating an inclusive employee experience and better understanding the needs of our customers. We support this through employee networks, flexible work options, mentoring and initiatives that strengthen inclusion and cultural understanding across the organisation.

We welcome and encourage applications from people of all backgrounds, identities, and lived experiences. This includes people who identify as LGBTQIA+, people with disability and/or who are neurodivergent, Aboriginal and/or Torres Strait Islander peoples, and people of all genders, ages and cultural backgrounds.

If you require adjustments or flexibility during the recruitment process, please contact our Talent Acquisition team at ***********@pnbank.com.au. We’ll work with you to support your participation.

The closing date for applications is 16/09/2026.

(Please note that candidate screening and interviews may be completed prior to advertisement closure date.)