Service & Support Consultant (00011541)

About the Role:

We're looking for a Home Loan Service & Support Consultant to join our dynamic team. You'll be the first point of contact for customers via Live Chat, inbound calls and other channels; supporting them from loan enquiries and application through to settlement and beyond. If you have strong communication skills, a background in home lending or financial services, and a passion for delivering empathetic, high-quality service, this is your chance to make a real impact.

What You'll Do:

• Respond to customer enquiries via Live Chat and inbound calls, guiding them through our journeys, application and settlement process
• Work closely with lenders, solicitors, valuers and settlement agents to ensure a seamless loan settlement experience
• Monitor and manage approval conditions, ensuring compliance with lender policies
• Use Salesforce and other systems to update customer records and manage workflows
• Maintain high standards of service and professionalism in every customer interaction
• Support team operations and contribute to continuous improvement initiatives

What You'll Bring:

• 1+ year of experience in home lending or a similar customer service role
• Strong verbal and written communication skills
• A calm, professional, and empathetic approach to customer interactions
• Ability to manage multiple priorities with attention to detail
• Proactive mindset with strong problem-solving skills
• Familiarity with Salesforce, Genesys, or similar platforms
• Ideally, experience handling Live Chat enquiries in a financial services environment
• Some understanding of home loan settlement processes, approval conditions, and documentation
• Awareness of compliance obligations, including responsible lending
• Exposure to PEXA or other digital settlement tools is a plus

Our Benefits:

At Compare the Market, we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You'll have the opportunity to make a meaningful impact and contribute to our continued success. As well as ample opportunities for growth and development, we also provide:

• A supportive and vibrant team with a fantastic company culture, including annual celebrations, family fun days, regular events and free coffee Mondays
• Additional leave days, including a 'ME' day (an additional day of leave to look after YOU) and 'Volunteer Day' leave.
• Extensive training and ongoing development opportunities.
• Referral program where you can be rewarded for bringing in new team talent.
• Clear career progression pathways in a growing business
• Employee discounts on a range of insurances, as well as discounts with a broad range of providers

About The Company:

You know us - we're the meerkat comparison site At Compare the Market, we're a fast-growing FinTech reshaping how Australians compare and choose financial products. From insurance to energy and home loans, we make smart decisions simple.

We're a values-led team that thrives on collaboration, ownership, and innovation - all while keeping our customers at the heart of what we do.

Sound like you? Apply now – it's Simples

We want to understand more than just your resume. Our process starts with an online skills assessment that gives you a taste of the role and a chance to showcase your strengths. Keep an eye on your inbox (and junk folder) for your invite from Vervoe.

At Compare the Market we're proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only.

Compare the Market is committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto & General Holdings Group without your consent.

Inbound Customer Communication

• Respond promptly and professionally to Live Chat interactions, providing accurate and helpful information regarding customers' home loan inquiries.

• Manage inbound customer calls with active listening and clarity, addressing questions, resolving concerns, and guiding customers through their home loan journey.

• Consistently adhere to company call quality standards to ensure a high level of service professionalism and customer satisfaction.

Settlements Processing

• Coordinate effectively with customers, lenders, solicitors, valuers, and settlement agents to facilitate a seamless and timely home loan settlement process.

• Monitor and manage approval conditions, ensuring all pre-settlement requirements are met in accordance with lender policies.

• Maintain ongoing relationships with customers from formal loan approval through to post-settlement, providing support and updates as needed.

General Responsibilities

• Deliver personalised, clear guidance to customers, ensuring their questions are answered and their needs are met throughout the loan process.

• Accurately track and update customer information and loan progress in the Salesforce CRM system, maintaining thorough and up-to-date records of all interactions.

• Actively contribute to achieving high customer satisfaction outcomes

• Demonstrate flexibility and willingness to assist with team tasks and other operational areas as required, supporting smooth workflows and a positive team environment.

• Engage in ongoing training and professional development to enhance product knowledge, service skills, and regulatory compliance.