newHome Loan Service Consultant

Date Posted: 7 days ago
Melbourne VIC•Temporarily Remote

Job Description

The role

As a Home Loan Service Consultant, you will take inbound calls to build and maintain positive relationships with our existing customers by resolving and identifying their enquiries through conversation.

You will spend time speaking with customers, asking specific questions and learning about their financial situation in order to identify their needs. A high importance needs to be placed on supporting the customers individual needs, adding value to their experience and maintaining exceptional levels of customer service.

Our Team

The Direct Lending business brings together all Home Loan and Consumer Lending activity across Retail Banking Services (RBS). This area is critical to the development of a seamless multi-channel operation giving customers access to an optimised lending experience based on how they wish to interact with RBS, whether over the phone, online, or via video.

What will help you succeed?

Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying how to maximise customer lending needs aligned with responsible lending, and ensuring customers are banking as effectively as possible.

You will also be able to demonstrate:

  • An ability to work in a busy, commercial, challenging environment.

  • The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs

  • Able to perform well in an ambiguous environment

  • the ability to interact with a wide range of customers and colleagues

  • a desire to want to deliver excellent customer service

  • Ability to work in a fast paced & highly regulated environment

Other key responsibilities include:

  • You will achieve or exceed performance targets r elating to customer experience , service quality and operational performance by adhering to the Bank’s service methodologies

  • You will interact with customers by phone to develop exceptional customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate customer request.

  • You will work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.

  • You will be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner. Organise, action and follow up on ow n daily work and delegated tasks

  • You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and complete account based maintenance enquiries at customer’s request.

  • Pro-actively identify opportunities to better serve customers by demonstrating a high level of product knowledge gained through participation in ongoing training.

  • You will have an understanding of our risk environment and understand your role in ensuring you adhere to our obligations. You will be proactive in raising issues and work collaboratively for a resolve.

Hours and Training:

This role is permanent full time, with two available shi f ts:

  • Monday , Tuesday & Friday 9:00am – 5:45pm, Wednesday & Thursday 10 :00am – 5 :45pm

  • Tuesday & Friday 9:00am – 6:15pm, Wednesday & Thursday 9:00am – 5:45pm, Saturday 9:00am -2:00pm

  • Training will commence on Monday 10 th January 202 2 with all new starters undergoing four weeks of mandatory Full-Time training, 9:00am – 5:00pm Monday to Friday. Please note we cannot provide any time off during the training. (In the Office – Transition to WFH)

  • Please note you must be based within reasonable travel distance to Melbourne , fortnightly hub days in the office will be required.

  • This is a set shift and cannot be changed for at least 12 months

Roles are permanent positions that works on a roster as below:

  • You will be provided with the set base weekly shift mentioned above

  • You will be provided with next month’s roster four weeks in advance

  • Your roster may require you to start up to 2 hours earlier or 2 hours later than your current shift start time

  • This will, in turn, result in you finishing up to 2 hours earlier or 2 hours later than your current shift finish time

At CommBank we’re proud to support flexible working. The Home Loan Service Consultant position has been redesigned and repurposed so you can successfully perform your role in the comfort of your own home. All you need is a designated work area , connection to the internet and leave the rest to us!

We’ll guide you through virtual training and inductions, workstation setup, self-assessment and e-learning modules to help you adapt to working from home. We’ll also schedule occasional in-office days to ensure you can stay engaged and connected with your team.

Please note that while majority of your work will be done from home there will be some office contact hours required, therefore we can only consider applicants who are able to come into the office at regularly . If you have a CAN do attitude and the desire to help the bank deliver on our purpose of “improving the financial wellbeing of our Customers and Communities” apply now!

The health and safety of our people, customers and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID-19. Please speak to us if you have any questions about this based on your individual circumstances.

If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 18/11/2021

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