Home Loan Specialist

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

How you'll make an impact

The Home Loan Specialist - Existing Clients role falls under the Lending and Everyday Banking Distribution business unit. The role enables direct to customer sales activities for the delivery of AMP Bank products to our customers through a digital and phone-based service experience.

As the Home Loan Specialist - Existing Clients, you will assist existing clients with their queries related to their existing products. Engage with the client reactively and proactively to drive loyalty and retention of those clients, and to support clients with all steps of a product switch or variation.

You'll make an impact by:

• 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
• Proactive retention - Making proactive calls to existing customers who are at risk of discharging to build relationships, ascertain customer needs and retain customers
• Actioning customer requests for rate reviews, variations, product switches, restructures, or increases to current loans
• 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
• Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building

What you will bring to the team

• Previous bank contact centre experience (minimum 12 months preferred)
• Relevant financial services industry experience (home loans, mortgage broker) required
• Cert IV in Credit Management (FNS40815) or equivalent (Or be prepared to obtain Cert IV within 6mths)
• 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

You'll thrive here if…

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

Why we think you'll love working at AMP

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

We believe in the power of inclusion and diversity

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your best self forward during our selection process.

We're also committed to enhancing employment opportunities for Aboriginal and Torres Strait Islander people, so we enthusiastically encourage candidates from these backgrounds to apply and explore our Reconciliation Plan on our website.

Ready to create your tomorrow?

If you're someone who sees opportunity where others see challenge, come and work with us in smart, progressive ways as we transform an iconic Australian brand for the future. And, through a series of career-defining moments, create your own tomorrow.

Don't procrastinate We review applications when we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

Looking forward to meeting you.