Home Loan Call Centre Consultant

Home Loan Call Centre Consultant (00011538)Home Loan Call Centre Consultant (00011538)

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About The Role:

As a Home Loan Call Centre Consultant, you'll be the first point of contact for customers who have recently completed a home loan comparison enquiry. These customers have already shown interest in exploring their options, and your role is to understand their needs and guide them through the next steps of the lending process.

Brief Description

About The Role:

As a Home Loan Call Centre Consultant, you'll be the first point of contact for customers who have recently completed a home loan comparison enquiry. These customers have already shown interest in exploring their options, and your role is to understand their needs and guide them through the next steps of the lending process.

You'll play a key part in helping customers move forward with confidence on their home ownership journey; all while being part of a supportive, high-performing team committed to delivering exceptional service and strong conversion outcomes.

What You'll Do:

• Contact customers and have solution-focused conversations to identify the right lending options.
• Build trust and support customers through the home loan journey, addressing questions and concerns.
• Use Salesforce, Genesys, and lending platforms to manage leads and progress applications.
• Keep accurate records of customer interactions and application details.
• Meet and exceed KPIs across conversion, customer satisfaction, and call quality.
• Participate in ongoing coaching and training to sharpen your skills and stay up to date.
  
  

What You'll Bring:

• 1+ year of experience in a call centre, outbound sales, or customer service role; experience in home lending or financial services is highly regarded.
• Strong communication and active listening skills, with the ability to build trust and explain complex information clearly.
• A natural problem solver who can identify customer needs, handle objections, and offer tailored lending solutions.
• Tech-savvy and detail-oriented, with experience using CRMs like Salesforce and confidently navigating multiple systems.
• Motivated by results, with a proven ability to thrive in a fast-paced, KPI-driven environment.
• A positive attitude, team mindset, and strong work ethic, with a genuine passion for delivering great customer outcomes.
• Ideally, you'll also bring knowledge of home loan products, lending structures, or experience with aggregator/comparison platforms, along with an understanding of responsible lending and compliance obligations.
  
  

Our Benefits:

At Compare the Market, we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You'll have the opportunity to make a meaningful impact and contribute to our continued success. As well as ample opportunities for growth and development, we also provide:

• A supportive and vibrant team with a fantastic company culture, including annual celebrations, family fun days, regular events and free coffee Mondays
• Additional leave days, including a 'ME' day (an additional day of leave to look after YOU) and 'Volunteer Day' leave.
• Extensive training and ongoing development opportunities.
• Competitive base salary + incentives
• Referral program where you can be rewarded for bringing in new team talent.
• Clear career progression pathways in a growing business.
• Employee discounts on a range of insurances, as well as discounts with a broad range of providers
  
  

About The Company:

You know us – we're the meerkat comparison site At Compare the Market, we're a fast-growing FinTech reshaping how Australians compare and choose financial products. From insurance to energy and home loans, we make smart decisions simple.

We're a values-led team that thrives on collaboration, ownership, and innovation – all while keeping our customers at the heart of what we do.

Sound like you? Apply now – it's Simples

We want to understand more than just your resume. Our process starts with an online skills assessment that gives you a taste of the role and a chance to showcase your strengths. Keep an eye on your inbox (and junk folder) for your invite from Vervoe.

At Compare the Market we're proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only.

Compare the Market is committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto & General Holdings Group without your consent.

Requirements

• Drive customer engagement and sales conversion by contacting warm leads, customers who have expressed interest in home loans via the company's comparison platform.
• Build strong rapport and trust with customers through effective communication and consultative, solution-focused conversations that identify the most suitable lending options.
• Guide customers through the home loan application process, offering support, answering questions, and addressing objections or concerns to improve application completion rates.
• Provide exceptional customer service while maintaining adherence to internal call quality standards and external compliance regulations.
• Record all customer interactions accurately and transparently in Salesforce CRM, ensuring data integrity and clear documentation for ongoing application processing.
• Utilise internal systems and tools, including Salesforce, Genesys, and home loan platforms, to manage leads and complete key steps in the loan journey efficiently.
• Meet and exceed individual KPIs, including metrics related to conversion rate, application completion, customer satisfaction, and call quality.
• Proactively participate in coaching and training sessions to continuously enhance sales skills, product knowledge, and customer engagement techniques.
• Contribute to continuous improvement efforts, sharing feedback and suggestions to enhance the overall customer experience, operational efficiency, and team performance.
• Operate with a high level of integrity and professionalism, ensuring compliance with company policies, procedures, and industry regulations.
• Model professional behaviour at all times, treating colleagues and customers with respect, upholding company values, and contributing to a positive, inclusive, and high-performing team culture.
  
  

Builds rapport with customers, through effective communication and provision of exceptional customer service all while adhering to call quality standards. Your performance will be measured predominantly through customer satisfaction surveys and your ability to effectively guide customers through the application process.Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionFinance and Sales

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