We’re looking for a detail-oriented and proactive Implementation Support Officer to join our Customer Support & Recoveries (CS&R) Team. In this role, you will play a key part in supporting projects, driving process improvements, maintaining compliance standards, and enhancing both customer and staff experience.

Working closely with Customer Care, Hardship teams, and leadership, you will help ensure operational excellence through effective reporting, quality assurance, and continuous improvement initiatives.

This role is Permanent, Part-Time working 19 hours a week (0.5 FTE). We are flexible on how these hours can be worked, within our standard business hours. This could be within 3 fixed days or across 5 days, supporting school drop-offs and pick-ups.

Why join us

• We have big plans to become Australia’s leading purpose-driven bank.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Support CS&R projects, system enhancements, and process improvements to drive efficiency and customer outcomes
• Translate regulatory and policy changes into clear training and ensure alignment with implementation timelines
• Conduct quality assurance reviews and provide insights on risks, errors, and improvement opportunities
• Monitor, investigate, and resolve incidents, identifying trends and driving remediation actions
• Maintain up-to-date procedures, ensuring compliance with regulatory requirements and internal policies

What you will bring

• Strong knowledge of compliance and regulatory requirements within financial services
• Excellent communication skills, with the ability to simplify complex information and deliver training
• High attention to detail with a focus on accuracy, risk identification, and compliance
• Proven ability to manage multiple priorities and collaborate effectively with stakeholders
• Proactive, self-motivated mindset with experience in continuous improvement, project support, or change initiatives
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.