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Customer Relationship Officer - Bendigo Bank South Melbourne Victoria

  • A development opportunity in a local community
  • Based at South Melbourne
  •  Position Overview:

The Customer Relationship Officer (CRO) provides a high standard of professional service that explores the customers needs and circumstances demonstrating a high level of ownership which is based on building strong relationships. This will include the provision of Financial Services such as the promotion of products appropriate to customers needs as authorised by the Bank.

Position's Contribution to Team Outcomes:

This Customer Relationship Officer will be required to:

  • Identify and help customers reach their goals by offering Banking Solutions relevant to their lifestyle
  • Develop a strong working relationship with all branch staff
  • Generate loan approvals and deposits ensuring the quality of lending and credit management within delegated authority.
  • Maintain and develop relationships with existing and new customers
  • Work with a diverse team, developing strong working relationships through coaching on products and services, which contributes to a rewarding working environment.
  • Actively promote the banks products and services in the market place and an involvement in the local community.
  • Ensure compliance with Group Lending Policy and Consumer Credit Code.
  • Identify Community Development possibilities and pass on to Branch Manager

Key Competencies Required:

  • Customer Focus - Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
  • Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customer and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one's intentions
  • Communication - Clearly conveying information and ideas through a variety of media to individual or groups in a manner that engages the audience and helps them understand and retain the message.
  • Planning and Organising - Establishing courses of action for self and others that work is completed efficiently.
  • Exploring and Expanding Opportunities - Engaging with customers to explore their situations and needs; probing underlying issues that suggest broader solutions; maximising the productiveness of interactions by monitoring and building on customers' cues.
  • Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
  • Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
  • Coaching - Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
  • Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
  • Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
  • Change Management - change culture of the way we interact with our customer by focusing on a needs based sales approach
  • High standard of product knowledge and of Branch operations
  • FSRA Tier 2 accreditation


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