Customer Service Consultant

Customer Service Consultant – Infinity Group Australia

Location: Southport, Gold Coast QLD

Type: Full-time, on-site, Monday – Friday, 9am–5pm

Salary: $65,000 + Super

About Infinity Group Australia:

At Infinity Group Australia, we exist to help everyday Australians conquer debt, build wealth, and create lasting financial freedom. Our average client pays off their home loan up to 20 years early and saves $270,000 on interest payments thanks to our flagship Rapid Repay program.

What began as a personal vision has grown into one of Australia's most awarded financial services groups – built on education, driven by transformation, and backed by real results.

As Infinity continues to scale, our founders Rebecca and Graeme Holm remain deeply connected to the business, ensuring our mission stays personal, powerful, and people-first.

What Makes Us Different:

This isn't your standard call centre role, and we're not your standard finance company.

• The client isn't always right – but they always deserve the truth. Real transformation takes honesty, guidance, and sometimes a push in the right direction.
• We're bold, disruptive, and unapologetically different. (Check out our socials and you'll see exactly what we mean.)

The Role:

As a Customer Service Consultant, you'll be the very first point of contact for new clients joining our Infinity Masterclass. Your mission: deliver an exceptional first impression, set clear expectations, and make sure every client feels confident, supported, and excited about the journey ahead.

This isn't just answering phones – it's about guiding people through financial transformation and education. You'll balance inbound and outbound calls, handle queries with professionalism, and ensure every interaction is efficient, empathetic, and on-brand.

Key Responsibilities:

• Customer Support – Respond promptly to calls, emails, and SMS. Guide new leads through the Masterclass onboarding process.
• Client Confidence – Address objections, provide clarity, and help clients feel fully prepared.
• Issue Resolution – Troubleshoot client concerns and provide quick, effective solutions.
• Product Knowledge – Educate customers on Infinity's services and financial strategies to enhance their experience.
• Record Keeping – Maintain accurate customer records, logging all interactions in Effi CRM.
• Escalation Management – Identify complex issues or complaints and escalate appropriately.
• Team Collaboration – Work closely with colleagues to ensure consistent service and team success.

What We're Looking For:

Required:

• Excellent communication and interpersonal skills
• Strong problem-solving and critical-thinking abilities
• Ability to manage difficult conversations with patience and professionalism
• Proficiency in computer systems and customer service software
• Strong organisational and time management skills
• Clear Police & Credit Report (mandatory)

Preferred:

• 2+ years' experience in customer service, call centre, or support roles
• Experience in the finance industry
• Sales exposure (bonus but not essential)

Why Join Infinity?

At Infinity, we don't just change our clients' lives, we change the lives of our people too. Here's what joining our team means for you and your family:

• Financial Empowerment – Free access to become an Infinity client, including support from our mortgage brokers, advisers, strategists, and relationship managers (who wouldn't love to pay off their home loan in under 7 years?)
• Career Growth – Infinity has grown rapidly and we're only getting started. With rapid growth comes rapid opportunity.
• Competitive Remuneration – We hire the best, and we reward the best.
• First-Class Onboarding – Includes an all-expenses-paid trip to our Real Estate Mastery (REM) event, a company iPhone and laptop, and a full company induction at our Gold Coast headquarters on day one.

At Infinity, giving back is part of who we are. Through initiatives like the Kmart Wishing Tree Appeal, our team helped raise over $250,000 last year to support children and families in need, and we're just getting started as we aim for $500,000 for Christmas '25.

Ready to Join Us?

If you're looking for more than just a role, want to transform your own financial future, grow your career with one of Australia's fastest-scaling companies, and make a real impact for clients and community, then Infinity is the place for you.

Submit your application today, or feel free to reach out directly to Lachlan Baldwin – Talent Manager at Infinity Group via LinkedIn if you have any questions.

To Infinity and Beyond