Home Loan Service Consultant

Customer Care Specialist In Home Loan Service

Building and maintaining positive relationships with our customers is our passion. We're excited to welcome enthusiastic and driven customer service experts to join our Home Loan Service team.

As a contact centre Customer Care Specialist in Home Loan Service, you'll be resolving and identifying the potential needs through robust client conversations.

You will:

• Interact with customers by phone to develop exceptional customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitating customer request.
• Be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner.
• Identify and refer customers with complex financial needs to specialists within the Bank.
• Create a strong pipeline of clients to work with and assist in their financial needs, proactively seeking cross sell opportunities.
• Work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.
• Achieve or exceed performance targets relating to customer experience, product sales, service quality and operational performance by adhering to the Bank's sales and service methodologies.
• Organise, action and follow up on own daily work and delegated tasks.

You have:

• Demonstrated ability to work in a busy, commercial, competitive, target-driven and ambiguous environment.
• A collaborative approach & understand shared success.
• Enthusiasm to work in a fast paced environment.
• A self-motivated and passionate attitude about providing exceptional customer service every day.
• A curious mind and think outside of the box to ensure best solutions are provided.
• A risk mindset where you are expected to proactively identify, understand, openly discuss and act on current and future risks.

Start Date: 16th February 2026

This is a permanent full-time position. You will be allocated set base shift for 12 months (no rotating rosters), however, we may amend your shift 2 hours +/- from your set base start time. You'll receive sufficient notice if amendments are required that month.

Training will be provided for the first 4 weeks, Monday - Friday 9am - 5pm. You'll be based in the office for up to 6 months before transitioning to hybrid working. After 6 months, you will attend the office once a fortnight to ensure you can stay engaged and connected with your team.

Contact centre opening hours: Monday – Friday, 8am – 6pm & Saturdays 8am - 1pm (AEST). Shifts available will be between these hours:

• Monday - Friday, 9am - 7pm (AEDT)
• Tuesday - Friday, 9am - 7pm and Saturdays, 9am - 2pm (AEDT)

Recruitment Timeline

Due to the festive season, we may not be in contact with you until the New Year.

Estimated timeline for screening and interviews: 8 Dec 2025 - 16 Jan 2026