Payment Operations Officer

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.  

The role of Payment Operations Officer is responsible for providing efficient, effective and accurate performance across a variety of Member service functions.  This includes Cards, Direct Entry, NPP, BPay, Bank@Post, Statement requests, Government/3rd party Notices and requests and Deceased Estates.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• 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

• Process payment and batch files across Direct Entry, NPP, BPay, Cards, Bank@Post, and Auto Transfers
• Manage dormant accounts and unclaimed monies registers in line with ASIC procedures
• Investigate and respond to member enquiries, complaints, and mistaken payments under the ePayments Code
• Support handling of Government/third-party notices and deceased estates
• Maintain accurate and up-to-date procedures, policies, and documentation
• Escalate issues and contribute to continuous improvement initiatives
• Ensure compliance with internal policies, Code of Conduct, and statutory requirements
• Meet performance and service standards, completing all required training on time
• Promote a safe work environment and report WHS incidents promptly
• Collaborate with team members and management, constructively challenging and escalating concerns as needed
• Perform additional duties as directed by the Assistant Manager.

What you will bring

• Proven ability to deliver accurate, timely results with a strong sense of accountability
• High integrity and professionalism, with a commitment to trust and transparency
• Strong customer focus, with the ability to manage enquiries and complaints effectively
• Commitment to maintaining quality standards and compliance with policies and procedures
• Effective time and priority management skills to meet deadlines and service expectations
• Collaborative team player who shares knowledge and supports others
• Experience in a similar banking operations role
• Excellent written and verbal communication skills
• Proficient in Microsoft Word, Excel, and Outlook
• Accurate typing skills (35+ WPM) and ability to conduct online research
• Solid understanding of mathematical concepts and business communication
• 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.