Senior Specialist Member Care

Yours for the making.

Forget what you think you know about banking. We do things differently here. We exist to back teachers and nurses - building a bank designed entirely around them.

We're a customer-owned Australian bank with a clear purpose: making every money moment better. While our organisation has evolved, that deep connection to our purpose is stronger than ever. And now, we're scaling new heights. We're more than a bank - we're building something that gives back in real, everyday ways.

The difference you'll make

As Senior Specialist Member Care, you'll help create better outcomes for our members by shaping the frameworks, processes and practices that support fair, responsible and member-focused decision-making. Partnering with stakeholders across the Bank, you'll use your expertise to strengthen how we manage credit, collections, hardship and member care, ensuring we continue to deliver the support our members need when it matters most.

You'll have the opportunity to influence how we work, identify opportunities for improvement and help drive meaningful change across the organisation. Your expertise will help balance strong governance with great member outcomes, supporting a banking experience that puts our members at the centre of every decision.

Who we're looking for

We're looking for someone who is collaborative and commercially minded, with a passion for strengthening the way organisations manage risk, governance and member outcomes. You'll enjoy working across a diverse stakeholder group, translating complex requirements into practical solutions and identifying opportunities to improve processes, controls and ways of working.

You'll bring a proactive and analytical approach, with the confidence to challenge constructively, influence outcomes and identify opportunities to strengthen the way we work.

You are comfortable working independently and collaborating with others, you'll thrive in an environment where you can make a meaningful impact while supporting strong governance and member-first outcomes.

You'll also bring:

• Experience in credit control, operational risk, compliance, governance or control management within banking, mutual banking, credit unions or financial services.

• Strong understanding of credit arrears, collections, hardship and recovery operations, including relevant regulatory and compliance obligations.

• Demonstrated experience developing, reviewing and improving policies, procedures, standards and control frameworks.

• Proven ability to identify control gaps, conduct analysis and implement practical solutions that strengthen risk management and operational effectiveness.

• Exceptional stakeholder engagement, communication and influencing skills, with the ability to build trusted relationships and navigate complex business environments.

Why Bank First

At Bank First, it's not just about profit - it's about giving back. That balance of purpose and performance is how we make a meaningful difference.

At Bank First, you'll find:

• The chance you've been waiting to take: Here, you'll move faster. We support our people to step up into opportunities that set their careers apart.

• The difference you're ready to make: Discover real autonomy and opportunities to innovate and drive meaningful change.

• The bank you'll want to create: Shape the future of purpose-driven banking with a team that values you as a whole person.

You'll also enjoy a range of perks, including:

• 6 extra days of ‘Be You' leave every year, on top of your annual leave.

• Free onsite parking at our Hawthorn East office.

• Flexibility so work fits around your life, not the other way around.

• $285 annual ‘Be Well' contribution for your health, hobbies, or wellbeing, plus wellbeing coaching and tools.

• 12 weeks paid parental leave, super for up to 52 weeks, and flexible return with reduced hours at full pay.

• Paid volunteer leave to support the community partners we're proud to back.

Learn more about our perks and what it's like to work at Bank First by visiting our careers page.

Ready to make your mark?

If you're ready to be bold, move faster and be part of something bigger, we'd love to hear from you. To apply for this role, click ‘Apply' to submit your CV.

We are committed to a diverse and inclusive workplace that reflects the members and communities we serve. We welcome applications from people of all ages, cultures, abilities, sexual orientations, and gender identities. We aim to provide a recruitment experience that's fair, inclusive and accessible.