Home Loan Specialist

**The opportunity**

Direct and Digital Banking Services engage with banking clients and support them with the acquisition, servicing and retention of mortgage and deposit products. This role will assist existing clients with their queries related to their existing products, and engage with the client reactively and proactively to drive loyalty and retention of those clients.

**How you will make an impact**
- Receive inbound and make a mix of outbound campaign calls to AMP Bank customers to offer solutions with the aim of providing information and retaining value
- Identify customer needs through appropriate questioning techniques which comply with compliance boundaries
- Achieve against agreed productivity and campaign targets including dial activity and dollar benefits, measured using the agreed campaign framework
- Identify opportunities for additional ways for AMP to grow the relationship with customers eg. lead opportunities for advice or sales teams
- Follow the prescribed call approach and structured framework for liaising with customers
- Identify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring and training where necessary
- Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building
- Work in accordance with AMP’s policies, processes and procedures and delegations
- Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements
- Ensure consistent availability to work within the Contact Centre’s hours of operation and remain 100% compliant with expectations for punctuality and attendance

**What you will bring to the role**
- Previous bank contact centre experience (minimum 12 months preferred)
- Relevant financial services industry experience (home loans, mortgage broker) required
- Diploma of Finance and Mortgage Broking Management (preferred)
- Exceptional telephone and oral communication skills
- Passion for the customer and ability to demonstrate active listening skills
- Ability to build and maintain internal and external relationships with excellent people skills
- Decision-making ability as well as complaint & conflict resolution/objection handling skills

**Is this your dream job?**

**Working for AMP**

We are transforming our business. We are looking for people with courage, accountability and integrity who inspire the same in others. If you are comfortable challenging the status-quo and perform at your best in an evolving and complex environment - we need you.

“AMP -The investor in all of us” **The investor in all of us - AMP**

**Wellbeing & Benefits**

We invest in the health, wellbeing and development of our people by offering a range of great benefits to support you be your best, professionally and personally:

- We-Flex: Choose how, when and where you work.
- CHAMP Program: Access for you and your family to 24/7 wellbeing and counselling support.
- Well-being programs and activities: Annual health checks, flu vaccinations, information sessions.
- Volunteering: opportunities through our AMP Foundation.
- Financial Well-Being: competitive home loans, leading superannuation contribution, discounted financial advice and personal insurance.

**Inclusion & Diversity**

The diversity of our people is core to our ability to innovate, grow and achieve great outcomes for our people, customers, shareholders and the community. If you have a natural curiosity, an appreciation for differences and an innate willingness to help others you will be valued at AMP.

At AMP we are committed to improving employment opportunities for Aboriginal and Torres Strait Islander peoples and we encourage applicants from Aboriginal and Torres Strait Islander descent to apply. Read more about our Reconciliation Plan **here **.**

**Message to recruitment agencies