Customer Service Officer (Solution Services)

IMB Limited

Wollongong, Wollongong, Illawarra and South Coast NSW (Hybrid)

Customer Service - Call Centre (Call Centre and Customer Service)

Full-time

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Customer interactive role providing solutions and high-quality service

Full-time, Wollongong-based with hybrid working available

Opportunity for growth and development with on-the-job training provided

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:

Interacting and assisting customers with their enquiries via phone, online and other communication channels

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

Supporting key operational functions such as Digital ID, Online account fulfillment, and verification of data

Assisting with Quality Assurance reviews on inbound contacts

Providing a high level of professionalism and customer service to members, external parties and IMB employees

Resolving escalated customer complaints in a timely and professional manner

Investigating transactional/data or financial issues and discrepancies with the ability to resolve effectively or escalate as required

Adhering to all relevant policies, procedures, and regulatory requirements.

About you:

A positive approach to work and contributing to your team

The willingness to learn, embrace change, take initiative and identify areas for improvements and automation

Knowledge of financial products and services and the laws and regulations governing the provision of deposits and investments

A customer service ethic with the ability to follow up and follow through to complete tasks

Effective communication skills, patience and empathy, with the ability to work with internal customers and members to resolve disputes

The ability to work methodically through high volumes of work with attention to detail

A good level of digital literacy with accurate data entry, numeracy, and computer skills.

Apply now by following the prompts. Applications close Sunday, August 24th, 2025. For further information contact Julie Phillips—Quality,

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

Knowledge and Incident Leader via julie.phillips@imb.com.au