Digital Loans Consultant

2 days ago

Wollongong, Australia IMB Bank Full time

**Brand new purpose-built collaborative environment in Wollongong with Hybrid working options**:

- **Dynamic mutual bank with a focus on digital innovation and transformation**:

- **Full time position, great career pathways available**

IMB Bank is a leading member-owned bank offering a full range of products and services in both retail and business banking. IMB’s purpose is to provide simple, competitive and authentic banking that helps our members and communities be better off and have been doing so for over 140 years. An award winning and growing organisation, we’ve donated more than $10 million through our Community Foundation to over 750 projects in the communities in which we live.

As our contact centre continues to evolve its digital capabilities and customer experiences including the introduction of our online mortgage platform, we are looking for a tech savvy Digital Loans Consultant to jump on board and help build and grow our online capability in delivering services and loans to our customers.

**The Role**:

- Attending to call enquiries and handling customer requests and complaints effectively
- Identifying new lending opportunities and converting them to sales within policy and industry guidelines and regulations
- Establishing rapport and enhancing relationships with existing customers
- Having conversations with our customers to assess their needs
- Verification of documents through DIVA and seeing the loan through to fulfillment and settlement
- Negotiating rates and fees and the identification of insurance and ancillary referrals and other facilities as required
- Contributing to projects and continuous improvement objectives
- Work in line with IMB’s quality standards.

**The Person**
- Have consumer lending experience (home and/or personal) and an understanding of products, fees etc
- Convey an articulate and professional phone manner with the ability to build rapport and understand needs and negotiate successful outcomes
- Show up every day with a can do attitude, a great service ethic and the ability to work in a structured and responsive call centre with a diverse group of people
- An aptitude for technology with proficient computer and keyboard skills able to juggle competing deadlines and volumes of work
- Are honest and act with integrity and are able to respectfully follow and adhere to policies and procedures in a highly regulated financial services environment
- Have a preference for lending in a digital environment and have skills in the processes associated.

Training is provided to assist in your successful onboarding and your ongoing development. Our call centre's hours of operation are from Monday to Friday 8.00 am - 8.00 pm and Saturday 9.00 am - 4.00 pm. As such all of our employees work on a rostered basis to cover this span of hours and the successful applicant must be able to work within these hours.

As recipients of the 2021-22 WGEA Employer of Choice for Gender Equality, IMB offers flexible and hybrid working arrangements, a competitive remuneration package, a genuine investment in both personal and professional growth and a supportive culture that actively promotes inclusion and the wellbeing of our employees.

Location: Wollongong

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