Join a Big 4 Bank in the Docklands as Bereavement Services Specialist - 12 Month Temp, hybrid work, $40.56
* Location: Docklands (Hybrid after training)
* Start Date: Mid-January 2026
* Contract: 12-month assignment with a strong view to permanency
* Pay: $40.56/hr + Super
* Roster: Full-time, Mon-Fri, rotating 8:30 am-5:00 pm
Your new company
Join one of Australia's Big 4 Banks in the heart of Docklands-a vibrant hub for innovation and collaboration. This is more than a contact centre role; it's an opportunity to make a real difference by supporting customers through one of life's most challenging moments.
As part of a compassionate team, you'll guide grieving families, next of kin, and estate representatives through the sensitive process of managing and closing banking products. You'll work in an environment that values empathy, emotional intelligence, and meaningful customer engagement-handling a blend of inbound and outbound calls while managing bereavement cases end-to-end.
Your new role
* Provide empathetic support to bereaved customers and estate representatives.
* Review and verify sensitive documents (e.g., death certificates, wills, probate).
* Administer closure of accounts, loans, credit cards, and other banking products.
* Manage 15-20 calls per day while progressing estate cases accurately.
* Identify complex scenarios and escalate appropriately.
* Maintain detailed diary notes and email correspondence.
* Collaborate with branch staff and internal teams to ensure smooth processing.
* Participate in 4 weeks of comprehensive training and ongoing team check-ins.
* Maintain a strong focus on accuracy and adherence to process.
What you'll need to succeed
We're looking for individuals who bring compassion, professionalism, and a genuine desire to help others. Success in this role comes from your ability to connect with people during difficult times while confidently navigating systems and processes.
* High emotional intelligence and empathy-able to put yourself in the customer's shoes.
* Resilience-capable of handling sensitive conversations and moving forward without taking frustrations personally.
* Strong communication skills-clear, professional phone manner with an engaging style.
* Excellent time management and attention to detail.
* Adaptability and a learning mindset-open to feedback and proactive in development.
* Customer-first approach-a genuine desire to educate and assist customers.
* Eligible to work 38 hours per week with unlimited working rights in Australia.
* Experience in claims, complaints, or hardship is highly valued.
* Comfortable navigating multiple systems and absorbing theory-based training.
What you'll get in return
* Industry-leading training and support.
* Hybrid work flexibility after training.
* A role with purpose and impact.
* Pathway to permanent employment and career development.
* Inclusive workplace culture that values diversity and wellbeing.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.