Financial Product Specialist

9 hours ago

City of Parramatta Council, Australia beBeeloan Full time $90,000 - $120,000
Loan Variations Officer

You will play a pivotal role in helping customers shape their financial futures. Our team fosters a culture of inclusivity, diversity, and a sense of belonging.

Key Responsibilities
  • Process loan variation requests for existing home loan customers and conduct outbound calls to confirm requests, gather additional information, educate on available options, and verify legitimate account activity.
  • Communicate with customers and stakeholders (e.g., Brokers) to provide status updates or discuss requests.
  • Analyze loan applications covering both PAYG and Self Employed applicants for personal, investment, and business use across all sales channels.
  • OBSERVE BANK POLICIES AND PROCEDURES WHEN ASSESSING LOANS FOR APPROVAL OR DECLINE AND PROVIDE EXCELLENT CUSTOMER SERVICE TO INTERNAL AND EXTERNAL PARTNERS.
  • Respond promptly to customer inquiries and requests for status updates.
  • Maintain records of customer interactions, transactions, comments, and complaints.
  • Assist in resolving customer complaints, including providing input to investigations.
  • Achieve agreed-upon productivity, quality, and compliance targets within the agreed framework.
  • Collaborate with team members to achieve business objectives.
  • IDENTIFY AND RAISE AREAS OF CONCERN IMPACTING CLIENT EXPERIENCE OR POTENTIAL REGULATORY/NON-COMPLIANCE RISKS.
  • Provide incident and risk management support as required by the Operations Manager.
  • Liaise with Third Party Vendors for operational updates.
  • Perform other duties and special projects as required.
Requirements
  • Previous experience in a fast-paced customer-focused environment.
  • Banking experience and expert knowledge of Loan Servicing is essential.
  • Minimum 2-3 years' experience in a credit/lending environment including analysis of self-employed applications and existing loan management (e.g., loan variations).
  • Ability to manage high volumes and work effectively under pressure.
  • Ability to recognize, analyze, and solve problems.
  • Strong numeracy and communication skills (oral and written).
  • High level of attention to detail and commitment to quality.
  • Flexible and willing to try different approaches to reach successful outcomes.
  • Understanding of compliance frameworks and regulations such as privacy, KYC & AML.
  • Knowledge and experience in using complaints procedures.
  • Passionate about helping people and excited about a career in Customer Service.
  • Positive attitude and desire to make a difference.
  • Thrives in a team environment with high-performing individuals.
  • Ability to build effective working relationships with internal and external staff.
  • Conflict resolution and negotiation skills.
  • Strong understanding of team and business requirements.
  • Accountability for own performance and results; comfortable with being measured.
  • Ability to identify efficiencies and improvements to how we operate.
  • Ability to handle high work volumes and perform under pressure.
  • Time management and ability to meet deadlines.
  • Desire and ability to constantly develop and maintain Customer Service skills.
  • Experience in multi-tasking to meet all work requirements and timeframes.

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