Digital Home Lending Specialist

2 weeks ago

Melbourne, Victoria, Australia Commonwealth Bank Full time
  • Be part of the future of lending.
  • Support customers over a 7-day service model from 8am – 9pm weekdays and 8am -8pm on weekends
  • Thrive professionally and personally in a flexible hybrid working environment
  • Providing customers digitally assisted home lending offerings leveraging automation and efficiency
  • Locations: Brisbane, Melbourne or Perth

Do work that matters

As an experienced lender, you'll bring your deep understanding of customer needs into a digitally driven environment. In this role, you'll support customers who initiate their home loan applications online, guiding them through the process with a digital-first approach.

You'll leverage your lending expertise alongside automation and smart technology to provide seamless, personalised support. By building trust and offering tailored solutions, you'll help customers achieve their home ownership goals while adapting to the evolving digital landscape.

Your responsibilities will include, but are not limited to;

  • Support customers with their digitally initiated application, whilst resolving any queries or concerns quickly and effectively, and assessing suitable lending solutions. You will guide customers through key milestones in the home buying process with seamless communication, always taking ownership and following up.
  • Identify customers financial goals, whilst offering support and referring to the appropriate digital offerings or departments to best suit their needs with a focus on a digital first approach. This includes contacting customers and complete all steps within the digital home loan support model with a focus on customer completing steps digitally where available.
  • Refer customers with more complex financial needs to the Specialists within the Group, where their needs fall outside the digital channel.
  • Use tools to capture customer feedback and take action to correct any service breaks and drive improvement.
  • Adhering to the Group's processes, procedures and Code of Conduct, including accurately reviewing customers' financial positions, completing security checks and ensuring applications comply with our obligations.

Your capability

  • You will be based in Brisbane, Melbourne or Perth
  • Be flexible with shift times to suit customer demand over a 7 day service model. We are looking for Digital Home Lenders to work around our peak times of nights and weekends.
  • You must already have home lending experience 
  • Be adaptable in an ever-evolving digital environment and open to using new technologies that will support your customers with purchasing or refinancing a property.
  • You have a continuous improvement mindset, challenge the status quo and always pro-actively look for new ways to deliver exceptional customer service.
  • You are always eager to learn and upskill, and hence be able to attend regular coaching sessions to develop your lending knowledge and skills.
  • You display empathy toward customers and be able to interact with a range of customers.
  • You are organised and have great time management skills

If this sounds like the perfect opportunity for you to upskill your Home Lending journey, please apply today

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date: 02/12/2025

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