Home Loan Call Centre Consultant

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 be part of a supportive, high-performing team committed to delivering exceptional service and strong conversion outcomes.

• 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 skills and stay up to date.

• 1+ year of experience in a call centre, outbound sales, or customer service; 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.
• Problem solver with the ability to identify customer needs, handle objections, and offer tailored lending solutions.
• Tech-savvy and detail-oriented, with experience using CRMs like Salesforce and navigating multiple systems.
• Motivated by results, able to thrive in a fast-paced, KPI-driven environment.
• Positive attitude, team mindset, and strong work ethic, with a genuine passion for delivering great customer outcomes.
• Knowledge of home loan products, lending structures, or experience with aggregator/comparison platforms, and an understanding of responsible lending and compliance obligations is a plus.

At Compare the Market, we offer a dynamic and collaborative work environment with opportunities for growth and development. Benefits include:

• A supportive, vibrant team culture with regular events and perks.
• Additional leave options, including a 'ME' day and Volunteer Day leave.
• Extensive training and ongoing development opportunities.
• Competitive base salary plus incentives.
• Referral program rewarding recruitment of new team members.
• Clear career progression pathways within a growing business.
• Employee discounts on a range of insurances and providers.

You know us – we're the meerkat comparison site. Compare the Market is a fast-growing FinTech reshaping how Australians compare financial products, from insurance to energy and home loans. We're a values-led team focused on collaboration, ownership, and innovation while keeping customers at the heart of what we do.

Sound like you? Apply now – it's Simples We use an online skills assessment as part of our process. Keep an eye on your inbox for an invite from Vervoe. We're proud to be an Equal Opportunity Employer and embrace diversity. This role is available to candidates with unlimited Australian working rights only. We protect your privacy and store all applications securely in line with Australian privacy laws for recruitment purposes.

• Drive customer engagement and sales conversion by contacting warm leads and customers who expressed interest in home loans via the company's comparison platform.
• Build strong rapport with customers through effective communication and consultative conversations to identify suitable lending options.
• Guide customers through the home loan application process, answering questions and addressing objections to improve completion rates.
• Provide exceptional customer service while adhering to internal call quality standards and external compliance regulations.
• Record all customer interactions accurately in Salesforce CRM, ensuring data integrity and clear documentation for ongoing processing.
• Utilise internal systems and tools, including Salesforce, Genesys, and home loan platforms, to manage leads and complete key steps in the loan journey.
• Meet and exceed individual KPIs related to conversion, application completion, customer satisfaction, and call quality.
• Participate in coaching and training to continuously enhance sales skills and product knowledge.
• Contribute to continuous improvement efforts and share feedback to enhance the customer experience and team performance.
• Operate with integrity and professionalism, complying with company policies and industry regulations.
• Model professional behaviour and uphold company values to contribute to a positive, inclusive, and high-performing team culture.