We’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.

Do you have the heart of a social worker and the mind of a financial detective?

It starts here. With Bendigo Bank… and you.

In the role of Case Manager – Financial Awareness Support, you have the opportunity to blend your expertise in the banking industry with your empathetic and caring nature, as well as your skills in investigation, problem-solving, and navigating difficult conversations. By leveraging this unique combination, you can offer customers a better banking experience, providing them with confidential, extra care, and support tailored to their individual needs. Additionally, your approach can enhance staff and stakeholder engagement and relationships by fostering creative thinking and collaboration to achieve the most desirable outcomes. Through this holistic approach, you can contribute to a more inclusive and supportive banking environment, where both customers, staff and stakeholders feel valued and understood.

In this fast-paced and challenging role, adaptability is key as you'll need to think quickly on your feet, make risk-based decisions, and navigate difficult scenarios and conversations with ease. Comfortable negotiation skills and the ability to guide and coach others are essential as you'll be assisting vulnerable customers in achieving independent banking solutions. The work you do will have a meaningful impact on the lives of others, as you'll be providing invaluable support to those in need, empowering them to navigate their financial challenges with confidence and dignity.

Join our close-knit team, passionately dedicated and proud to deliver resolutions and outcomes for our vulnerable customers. Here, you'll receive on-the-job training and unwavering support from every team member, as we collaborate closely, bouncing ideas off each other and leveraging our diverse expertise to pitch in, share knowledge, and manage workloads effectively. 

Key responsibilities:

• Providing direct support to customers experiencing vulnerability, including situations of financial abuse, family violence, and mental or serious illness.
• Acting as a specialist advisor and a key point of contact for both customers and internal bank staff, offering expert guidance and empathy.
• Conducting thorough investigations into complex cases to identify risks, protect customers, and recommend fair outcomes for both the customer and the bank.
• Building strong, trust-based relationships with customers, internal stakeholders, and external support agencies like financial counsellors and community service workers.
• Developing and implementing tailored solutions to help vulnerable customers regain control of their finances in a safe and confidential manner.
• Identifying and driving continuous improvement by flagging systemic issues and suggesting changes to bank policies, procedures, and staff training.
• Managing a diverse caseload with competing priorities, ensuring all actions are documented and resolved with care and professionalism.

To succeed in this role, we’d love you to have:

• Previous experience working in Banking & Financial Services, preferably within a customer care, customer help, or customer support front line function 
• Strong written and verbal communication skills with exceptional attention to detail 
• Demonstrated problem solving and investigative skills with the ability to make sound, reasoned and timely decisions   
• A strong empathetic manner, demonstrating respect and courtesy to others  
• Previous exposure to difficult situations where quick thinking and problem solving have been essential  
• Knowledge of Banking Code of Practice Vulnerable Customer Guidelines, Australian Banking Association (ABA) Financial Abuse and Vulnerable Customer Guidelines, consumer protection laws relating to financial products and services, AFCA approaches, Power of Attorney Acts, Privacy Act, Administration/Guardianship Orders, NDIS 

• Sound knowledge of the Bank’s systems including LINX, RFS, BDS, CSS, Cisco, the Microsoft Office suite, and e-connect 
• Experience performing administrative tasks such as handling inbound/outbound emails combined with compiling and reviewing supporting documentation  
• The ability to manage and maintain a caseload with multiple competing tasks and re-prioritise constantly  
• Prior experience with vulnerable customers preferred 
• A Tertiary qualification in Social Work, Psychology or Counselling is highly regarded

We 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 is a Permanent, Full-time opportunity, based in any of our head office locations.  

So, why work for us?

With 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 benefits:

Belong 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 flexibility

• Bendigo 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.