Customer Success Specialist

**Full time position**
- **Shifts between 8am-6pm Monday to Friday and will be required to work a weekend shift once a month between the hours of 10am-6pm Saturday or Sunday**
- **Rotating Roster**
- **Working from home**

**About Us**

Unloan is a new digital lending venture, backed by CommBank and homebuying which we launched in May 2022.

We are a diverse team of product managers, designers, engineers, risk managers and lenders. And we’re working together to deliver Australia's most-loved home loan experience.

We’re excited to welcome unbelievably smart and driven customer service experts who think differently and want to make a difference

**Your Impact**

We believe that the best loan journey combines a seamless digital experience with the expert support of a lending specialist.

The interactions between customers and lenders have an outsized impact on their experience - and we’re all about delivering great customer outcomes.

As a member of our lending team, you will be:
Building and maintaining positive relationships with our customers is our passion. As a Customer Success Specialist in Unloan, you’ll be resolving and identifying the potential needs through robust client conversations.

**Key Responsibilities**:

- Spend time to build relationships with customers and ask specific questions to learn about their financial situation and lending needs.
- You’ll add value to their experience and maintain exceptional levels of customer service.
- Work flexibly and seamlessly across a range of service channels including phone, digital, request to call back and customer maintenance requests to help customers from initial loan enquiry to post settlement requests and activities.
- Handle complaints in a prompt, professional and caring manner.
- Use your product knowledge to service customer account maintenance needs, and cross sell where appropriate.
- Pro-actively identify opportunities to better service our customers.
- Supporting inbound calls from customers, solicitors and conveyancers.
- Customer centric and a strong understanding of the Group’s strategic goal of achieving NPS +30
- Deliver service with a warm, empathetic and solution focused phone manner
- Adhering to metrics as outlined in KPI’s
- Support a high-performing, customer-focused culture.
- Identify and suggest improvements to enhance service delivery and efficiency.
- A resilient mindset that allows you to stay composed and solution-focused when handling challenging conversations or unexpected issues.
- Embrace change with a positive attitude, adapting quickly to new processes, systems, and priorities in a dynamic environment.

**See yourself in our team**

You have experience in a fast-paced, customer-focused environment and are passionate about delivering excellent service. You’re resilient, detail-oriented, and enjoy solving problems for customers.

**You will also have**:

- Strong attention to detail and commitment to accuracy.
- Demonstrated experience in a customer service or contact centre role.
- Ability to work independently and collaboratively
- Clear and professional verbal communication skills.
- A curious mind and think outside of the box to ensure best solutions are provided
- A risk mindset where you are expected to proactively identify, understand, openly discuss and act on current and future risks
- A self-motivated and passionate attitude about providing exceptional customer service every day.

If this sounds like you, APPLY NOW

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Advertising End Date: 04/07/2025