Home Loans Case Manager
4 days ago
Big 4 Bank - Home Loans Case Manager
**Your new company**
As an industry leader in financial services, this Big 4 Bank has a strong presence across 34 markets, focusing on core markets in Australia, New Zealand, and Asia Pacific. With Head Office located in Docklands, Melbourne. Join a business that are committed to attracting and retaining the best, by offering a genuine career path into a world of opportunities.
- $35.73/hour + super
- Temp to Perm opportunity
- Full time position (Monday to Friday on a rotating roster from 8am to 7pm)
- Opportunity to work from home (once proficient)
- Start date: 20th March
**Your new role**
As a Home Loans Case Manager, you will deliver the desired customer experience by adopting a positive relationship-based, customer centric approach. You will require to do the following:
- Assist in offering appropriate arrangements and assistance for our customers who have arrears on their loans, credit cards or mortgages
- You will be responsible for receiving inbound calls from internal and external customers and initiating outbound calls to retail customers who are experiencing financial hardship and are behind on their home loan repayments
- You will be assisting customers and offering appropriate arrangements who have arrears on their loans.
- Assess a customer’s overall financial position by reviewing all debts and outgoings, to understand a customer's long term resolution, to address their delinquency and minimise losses to the bank.
- On occasion you may be required to step in and support the credit cards or personal loans teams with calling their customers who are behind on their repayments.
- You will be expected to follow a structured compliance process to authenticate customers whilst following regulatory guidelines and processes.
**What you'll need to succeed**
This role requires a high level of customer service, resilience and empathy with a focus on timely and effective resolution of issues.
- Attentively listen to customers’ needs, and resolve it in a timely manner
- Possess exceptional communication skills
- Confident ability to work with multiple systems
- Strong desire to work towards individual targets and team goals.
- Being empathetic and having the ability to build rapport with customers
- Have high attention to detail when dealing with customer enquiries.
- Previous experience in a similar role would be advantageous.
**What you'll get in return**
Industry-leading training program, ongoing coaching, a great opportunity for career progression with a company that promotes a diverse work force and stands by its values.
- 6-8 weeks of in-depth, industry-leading training program on site
- Ongoing coaching
- Opportunity for career progression
- Opportunity to work from home once proficient in the role (4 days a week at home/1 day in office)
**What you need to do now**
**LHS 297508** #2744721
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