Introduction:
About us.
A unique life requires a unique bank.
Defence Bank is a member‑owned bank with a proud history of serving the Australian Defence community for over 50 years. With 26 branches across Australia and our award-winning app, Defence Bank is where our members need us – anywhere, anytime.
The bank provides financial products and services to the Australian Defence Force and its unique community, reinvesting profits for the benefit of our members. We are a leader in our sector and our people led, technology enabled environment, celebrates the individual talents, personalities, interests and needs of our people.
Recognised as an Australian HR Awards 2026 Excellence Awardee for Employer of Choice and Best Workplace Flexibility Program, Defence Bank combines a strong people-first culture with a commitment to innovation. From flexible ways of working to the adoption of AI-powered tools such as Microsoft Copilot, we empower our people with the technology, support and autonomy they need to do their best work and continue delivering exceptional experiences for our members. It's not just our employees who think Defence Bank is one of Australia's best places to work.
Description:
The opportunity.
As a Member Consultant – Virtual Branch, you'll be at the forefront of delivering exceptional banking experiences through phone, digital and virtual interactions. You'll help members navigate their financial journey by providing tailored solutions, identifying opportunities to meet their needs, and building long-lasting relationships that strengthen member loyalty.
This is more than a traditional customer service role. You'll combine service excellence with sales and lending responsibilities, helping members access products ranging from everyday banking to personal lending solutions. Working within a supportive and collaborative virtual team, you'll play a key role in driving business growth, enhancing member satisfaction, and reinforcing Defence Bank's reputation as a trusted financial partner to the Defence community.
What your day will look like?
Member Consultants play a key role in driving the branches growth, delivering outstanding service and building lasting relationships with our members.
Key responsibilities include:
Deliver exceptional service to members through phone, digital and virtual channels
Conduct needs-based conversations to identify and recommend suitable financial solutions
Build and maintain strong member relationships to drive satisfaction and retention
Promote Defence Bank's products and services through referrals, cross-selling and lending conversations
Process and support personal lending applications (subject to delegation authority)
Identify opportunities for home loan referrals to specialist lenders
Assist members in adopting and using digital banking tools and services
Proactively follow up member enquiries, applications and service requests
Contribute to team sales, lending and member experience targets
Participate in local Defence community engagement initiatives and brand-building activities
Ensure all activities comply with regulatory requirements, responsible lending obligations and Defence Bank policies
Skills and Experiences:
About you.
You are a relationship-focused banking professional who thrives on helping customers achieve their financial goals. With experience in customer service, sales or financial services, you know how to build trust, identify member needs and recommend solutions that deliver genuine value. You take pride in providing exceptional service while balancing competing priorities and maintaining a strong focus on compliance, accuracy and member outcomes.
You are a proactive, adaptable and digitally savvy team player who enjoys working in a collaborative environment and contributing to shared success. Lending experience and an understanding of responsible lending principles will be highly regarded, as will knowledge of the Defence community. Most importantly, you are motivated by creating positive member experiences, achieving results and making a meaningful difference in the financial wellbeing of others.
To be successful in this position, you will have:
Experience in customer service, banking, retail sales or financial services
Strong relationship-building and communication skills
Demonstrated ability to achieve sales, referral or service targets
Knowledge of financial products, including personal lending and everyday banking solutions
Ability to understand and apply compliance and responsible lending requirements
Strong digital literacy and confidence using multiple systems and communication channels
Excellent organisational skills and attention to detail
Ability to work autonomously while contributing to a collaborative team environment
Current understanding of, or interest in learning about, the Defence community
A genuine commitment to delivering exceptional member outcomes
The successful candidate will have an incredible opportunity to showcase their work ethic and skills, as well as having the option to increase their earning potential as they grow within the role.
All levels of experience are encouraged to apply for this role that will provide you with a rewarding career in banking services.
We count on you. And you can count on us.
We have a great range of employee benefits including:
- Support in obtaining your Tier 2 certification and offer ongoing professional development opportunities.
- Savings and discounts across a range of our products and services.
- Additional days of paid leave await a successful candidate.
- A generous annual corporate wardrobe allowance.
- Access to our internal "reward and recognition" platform - vouchers, discounts, e-cards and much more!
Interested? We'd like to hear from you. Click to apply.
Defence Bank is committed to providing equal opportunities for employment and seek to have a team that reflects our diverse community. We encourage anyone interested in our role and a career at Defence Bank to apply.
All successful candidates will be required to complete employment checks prior to an offer of employment.
Only short-listed applicants with Australian Working Rights will be contacted to discuss their application.
