Customer Contact Specialist

Judo Bank: Where Tradition Meets Innovation 
 
At Judo Bank, we're more than just a financial institution – we're pioneers in redefining banking for the modern era. Rooted in timeless values such as integrity, trusted relationships, and a pioneering spirit, we're dedicated to revolutionizing business banking for Small to Medium Enterprises (SMEs) across Australia. Our journey began with a bold vision and a PowerPoint slide, driven by a desire to challenge the status quo in an industry dominated by the major players. In just a few short years, we've grown exponentially, establishing ourselves as one of the fastest-growing new banks globally, with offices spanning the nation. 
 
At the heart of our ethos lies a commitment to supporting Australian SMEs, placing our people and customers front and centre in everything we do. Our agility and adaptability enable us to say 'yes' when others say 'no', making it easier for our customers to secure the funding they need, precisely when they need it. We take immense pride in our personal approach to banking, fostering diverse relationships and cultivating a collaborative culture within our team. We value diversity in all its forms, actively encouraging individuals from underrepresented backgrounds to join us on our mission. 

Our culture 
 
We firmly believe that culture eats strategy for breakfast, lunch, and dinner and the most important investment we can make is in our people. Our core values and leadership principles underpin the foundation of our culture. Not to mention how thrilled we are to have been awarded the #1 ranking in LinkedIn’s Top Companies in Australia as well as named in the AFR’s BOSS (Best Places To Work) awards. 
 
Judo Bank is committed to providing equal opportunities for all team members, regardless of gender, race, disability or age. We're committed to closing the gender pay gap and creating a level playing field for all team members. Through a range of inclusion, equity and diversity initiatives we strive to create a workplace where all our team members feel respected, supported and empowered. 

Now, about this role… 

If you love:

• Looking after customers, especially over the phone, driving advocacy with every interaction, and showing you really care
• Solving problems and being involved in delivering solutions  
• Having a high attention to detail and doing what you say you will 
• Using your exception communication skills, particularly over the phone
• Working in a diverse workforce where you can bring your own capabilities, experiences, and knowledge to help build the foundations of Judo 

Then this just might be… 

Your dream job: 

• Looking after our customers regardless of how they contact us – particularly via phone, as 95% of your time will involve phone-based interactions
• Being passionate about helping customers, providing the right level of support and confidently resolving any queries they may have over the phone or other channels
• Being a natural problem solver and people person, you’ll be able to communicate well with stakeholders, customers and colleagues  
• Using your great written communication skills and striving to provide a high level of accuracy in all your interactions
• Prioritising your work and ensuring we do what we say we’re going to do for customers and the Judo team - asking for help when needed
• Being diligent, conscientious and professional when dealing with customers and representing Judo’s brand - showing resilience and confidence in your phone interactions 
• Helping when things go wrong and supporting strategic, operational, and tactical projects as required
• Handling objections and being able to deal with challenging situations in a positive manner 
• Being able to make a difference and being accountable for your performance to help us achieve our key business metrics
• Using your knowledge of digital services to help customers with applications and digital banking questions
• Contributing to continuous improvement goals, identifying opportunities for operational and service improvements, and helping us refine how we work
• Managing the operational and administrative tasks associated with working in a contact centre
• Thriving in a collaborative, team-based environment while also being comfortable working autonomously - and helping build a fun work environment 

A little bit about you… 
 
The skills you’ve picked up along the way:

• A fast learner - we’re fast-moving and changing all the time, and your ability to adapt will be essential
• An excellent communicator with strong attention to detail, especially over the phone
• The ability to problem solve and think on your feet 
• Providing speedy resolutions to customers and following up when needed 
• A drive to improve things and change processes to improve the customer experience  

Your life pre-Judo: 

• Experience working in a Contact Centre environment is essential - ideally within the banking/financial services space, where phone-based communication was a key component of your role
• Goal orientated, and always geared towards achieving them  
• Passionate about the customer and providing the best possible service to them 

At Judo, our culture sets us apart: 
 
Our Values: 

• Accountability: Make decisions and own them. Do what you say. 
• Performance: Strive to improve each day, surpassing yesterday's achievements. 
• Teamwork: We're not just a team; we're a champion team. 
• Trust: The cornerstone of our purpose and relationships. 

We're seeking individuals who embody resilience, positivity, curiosity, hunger for success, adaptability, passion, courage, decisiveness, and a hands-on approach. 
 
What our team members say about us: 
Our people are empowered to make decisions, take ownership, and contribute to a collaborative environment. Bureaucracy is non-existent as we focus on collective success. At Judo, diversity isn't just valued; it's celebrated. We're committed to creating an inclusive environment where everyone thrives, making us collectively stronger. Our team works tirelessly towards our purpose while enjoying the journey of revolutionizing Australian SME business banking. 
 
Perks of joining us: 

• Additional 2 weeks of leave annually
• Induction: 4-week Judo Engagement Month to help set you up for success
• Big life event leave
• Home office setup allowance
• Health & Wellbeing benefits including access to CU Heath
• Flexible work options, embracing a true hybrid model.

If this resonates with you, reach out - we'd love to hear from you! 
 
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