Home Loan Service Consultant

Job Title

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 facilitate 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.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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.

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