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OverviewWe''ve never been ''just a bank''. Just like you should never be ''just an employee''. We''re united in our belief that in banking, better can be bigger, and together we''re making it happen.Are you passionate about supporting Aboriginal and Torres Strait Islander customers through culturally safe, respectful and meaningful service?It starts here. With Bendigo Bank... and you.At Bendigo Bank, we''re committed to creating better outcomes for our customers, communities and people and that includes delivering culturally safe, respectful and responsive experiences for Aboriginal and Torres Strait Islander customers. Within Customer Contact, this role plays a vital part in ensuring our services are accessible, supportive and grounded in understanding.As First Nation Customer Lead, you will be a trusted point of connection for customers identifying as Aboriginal or Torres Strait Islander, providing direct customer service while also shaping how the First Nations Customer Line operates and evolves. You''ll bring strong cultural capability, empathy and professionalism to every interaction, helping customers navigate products and services with confidence.Beyond day-to-day service, you''ll act as a leader and advocate within Customer Contact supporting consultants, improving processes, and working closely with internal teams and community stakeholders to strengthen experiences, meet regulatory obligations and contribute to improved financial wellbeing for First Nations customers and communities.Key responsibilitiesDeliver culturally safe, respectful and responsive customer service across the First Nations Customer LineAct as an escalation point for customers and staff, providing guidance on complex product, service and process mattersSupport Customer Consultants to deliver positive, first-time resolution experiences for First Nations customersBuild strong rapport with customers through empathetic communication across phone, email and digital channelsCollaborate with the Senior Manager Diversity and Inclusion, Mob@Ben, Customer Advocate and Extra Care teams to improve service design and deliveryLead the definition, improvement and maintenance of First Nations Customer Line processes and outcomesContribute to the development of targeted materials, documentation and training to support culturally appropriate serviceDevelop and deliver cultural awareness, product and service capability uplift for Customer ConsultantsTrack, report and analyse KPIs related to customer satisfaction, service effectiveness and continuous improvementEnsure all customer interactions meet regulatory, risk and compliance requirements, including RG271 timeframesIdentify, escalate and record risks, issues and operational events in line with bank frameworks and policiesTo succeed in this role, we''d love you to haveA deep understanding of Aboriginal and Torres Strait Islander cultures, protocols and community contextsExperience supporting First Nations customers within financial services or a customer contact environmentStrong communication skills, with the ability to engage empathetically, respectfully and clearlyConfidence handling complex enquiries, complaints and escalations in a culturally sensitive wayThe ability to coach and support others to build cultural awareness and service capabilityStrong collaboration skills and experience working with internal stakeholders and community partnersSound understanding of risk, compliance and regulatory obligations within customer service environmentsA commitment to continuous improvement and improving outcomes for customers and communitiesAlignment with BEN''s values of make a difference, be better together, own it and find the right wayFirst Nations applicants are strongly encouraged to apply for this roleBenefits and work modelWe offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.This role is a Permanent, Full-time role, ideally based in either Adelaide, Ipswich or Bendigo.Why Bendigo BankWith over 2.9 million customers, we are one of Australia''s largest retail banks with a vision our purpose - ''to feed into the prosperity of our customers and communities, not off it''. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia''s first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia''s most trusted brands and this isn''t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.Our perks and benefitsBelong to a wonderful team of people. Know how we know they''re great to work with? They told us! Great benefits, work life balance and flexibilityBendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!We know the last few years have been rough, so we have partnered with TELUS Health as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.So, what are you waiting for? Come and join the better big bank!Still in two minds?Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don''t tick every box we still want to see your application!Please note shortlisting and interviews may take place prior to the advertised close date, so don''t delay: apply now!We don''t want you to be missed, so please note that directly emailed CV''s may not be picked up by the system and may risk being missed from the process.We are committed to responding to all candidates, regardless of the outcome of your application.#J-18808-Ljbffr