Home Lending Specialist

1 month ago

Sydney, New South Wales, Australia REA Group Full time
About the Role

We are seeking a highly skilled and customer-focused Home Lending Concierge to join our team at REA Group. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers as they navigate the home loan process.

As a Home Lending Concierge, you will be the first point of contact for our customers, responding to their inquiries and providing guidance on their home loan options. You will work closely with our network of brokers to ensure that our customers receive the best possible service and support.

Key Responsibilities
  • Provide exceptional customer service to our customers, responding to their inquiries and providing guidance on their home loan options.
  • Work closely with our network of brokers to ensure that our customers receive the best possible service and support.
  • Identify opportunities for customers who are wanting to obtain finance for new purchases and refinance their existing home loans.
  • Speak to customers over the phone, discussing and understanding their situation and lending needs and completing high-level pre-qualification with customers.
  • Referring and booking appointments with our network of brokers.
  • Utilising your genuine passion for customer service and your strong problem-solving ability.
  • Resolving enquiries with our customers via phone, email, social media and web chat in an empathetic, professional and timely manner.
  • Balancing customer demand and multi-tasking in a fast-paced customer contact environment.
  • Working as part of a high-performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow.
  • Driving customer loyalty, advocacy and retention through exceptional customer interactions.
  • Communicating with colleagues across all levels of the organisation, influencing to find the best customer outcome.
  • Proactively identifying opportunities to innovate and improve the employee experience, customer experience and operational excellence.
  • Working as one team to remove roadblocks to delivering on customer needs.
  • Providing thoughtful and insightful feedback to improve REA products and services.
About You

We are looking for someone who is passionate about delivering exceptional customer service and has a strong background in mortgage broking or a related field. You will have excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and adapt to changing priorities.

You will have a Certificate IV in Finance and Mortgage Broking and at least 1 year of recent mortgage experience with a financial institution or licensed mortgage broker. You will also have a proven track record in achieving sales results and be able to demonstrate your ability to work in a team environment.

What We Offer
  • A hybrid and flexible approach to working.
  • Flexible parental leave offering for primary and secondary carers.
  • Programs to support mental, emotional, financial and physical health and wellbeing.
  • Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
  • Hack Days so you can bring your big ideas to life.
  • Performance recognition programs because hard work should never go unnoticed.
About REA Group

REA Group is a leading digital business that specialises in property. We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking.

We are proud to be named in Australia's 'Top 5' Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women. If you're passionate about delivering exceptional customer service and have a strong background in mortgage broking or a related field, we would love to hear from you.

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