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Customer Experience Leader for Residential Mortgages

1 month ago

Sydney, New South Wales, Australia EBR Full time

At EBR, we're on the lookout for a seasoned Customer Experience Leader to spearhead our residential mortgage call centre.

About Us

We're an ambitious financial organisation dedicated to delivering exceptional customer experiences in the home lending space.

Key Responsibilities

  • Foster a team environment that prioritises delivering outstanding CX with every interaction
  • Oversee the day-to-day operations of the call centre and collaborate with the team to achieve desired service levels
  • Provide coaching and support to ensure team members excel in their roles
  • Liaise with internal and external stakeholders to resolve issues and drive process improvements
  • Maintain accurate reports as required

Requirements

  • Bachelor's degree in marketing, business, or communications
  • At least 5 years' experience in telemarketing or outbound call centre management with a team of lending specialists
  • Proven track record in mortgage-based banking or finance, handling complex lending needs
  • Ability to thrive under pressure and multitask effectively
  • Demonstrated interpersonal, customer service, problem-solving, verbal, and written communication skills
  • Strong leadership and conflict resolution skills
  • Proficiency in necessary technology (AWS Connect preferred)

What We Offer

  • A dynamic work environment with opportunities for long-term growth
  • Competitive salary: $120,000 - $150,000 per annum (dependent on location and experience)
  • Varied role with scope for professional development

Apply now and take your career to the next level.