About the Job
Position Details
Full-time, Wollongong based with hybrid working available. Opportunity for growth and development with on-the-job training provided.
Responsibilities
We have an exciting opportunity for an operations support champion to join our dynamic IMB Solutions Services team in providing expert advice, quality service, and back-office support to IMB members and internal customers. With on-the-job training provided, the key responsibilities of this role include:
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Interacting and assisting customers with their enquiries via phone, online, and other communication channels
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Completing a wide range of transactional activities and administrative requirements for members and the business such as IMB’s share trading, deceased estates, and foreign exchange within Service Level timeframes
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Supporting key operational functions such as Digital ID, Online account fulfilment, and verification of data
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Assisting with Quality Assurance reviews on inbound contacts
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Providing a high level of professionalism and customer service to members, external parties, and IMB employees
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Resolving escalated customer complaints in a timely and professional manner
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Investigating transactional/data or financial issues and discrepancies with the ability to resolve effectively or escalate as required
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Adhering to all relevant policies, procedures, and regulatory requirements
About You
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A positive approach to work and contributing to your team
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The willingness to learn, embrace change, take initiative, and identify areas for improvements and automation
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Knowledge of financial products and services and the laws and regulations governing the provision of deposits and investments
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A customer service ethic with the ability to follow up and follow through to complete tasks
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Effective communication skills, patience, and empathy with the ability to work with internal customers and members to resolve disputes
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The ability to work methodically through high volumes of work with attention to detail
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A good level of digital literacy with accurate data entry, numeracy, and computer skills
Applications Close
Sunday, August 24th, 2025
Contact
For further information, contact Julie Phillips – Quality, Knowledge and Incident Leader via julie.phillips@imb.com.au
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