Home Loan Support Specialist

5 days ago

Melbourne, Victoria, Australia Up Full time

**About Ferocia**:
Ferocia is a technology company that is proudly part of the Bendigo and Adelaide Bank Group (acquired in 2021). We hit that sweet spot of having a small company rhythm, with a large company reach and resources. We are proud that the Bendigo and Adelaide Bank Group is carbon neutral, community minded, and committed to high standards of corporate governance. Operating under that umbrella allows Ferocia to better pursue its mission: financial empowerment through technology.

Banking is an essential service, for the advantaged, disadvantaged, and everyone in between. We believe that through innovation and empathy, we can help the people who most need it have a better relationship with their money.

We have a generous parental leave policy and are extremely friendly to flexible working arrangements. All Ferocians must be vaccinated against COVID-19. We are currently only hiring in Melbourne or adjacent areas as we still value physically getting together.

We take diversity and inclusivity seriously, so no matter who you are, who you love, or what you stand for, we just need you to be yourself.

**About Up**:
We launched Up in 2018 and it has gone from strength to strength ever since. We now have more than half a million Upsiders who trust us to help them build a better relationship with their money.

**The Gig**:
We're looking for an experienced home loan specialist to play a crucial role in providing Upsiders with exceptional support experiences for one of our most exciting features: Up Home. You'll leverage your expertise in banking and lending to guide Upsiders as they achieve their dream of owning a home through our super powered 'Talk to Us' in-app chat.

**Your day-to-day**:

- Your day-to-day will primarily involve being the magic behind the Talk To Us feature in the Up app for all things Up Home. You'll chat with Upsiders enquiring about home loans, and supporting existing Up Home customers with their 'living queries'.
- Collaborate with cross-functional teams including Customer Experience, Engineering and project leads.
- Point of contact between customers with complex home loan requests and the co-ordination of information with the broader Up Home team.
- Identification of process developments and improvements.

**About you**:

- Minimum of 2 years experience in lending-related roles or similar.
- A fundamental understanding of home loan processes, policies and regulations
- Excellent written and verbal communication skills, with the ability to build rapport and trust with customers.
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Ability to work independently and collaboratively in a team environment

**How to apply**:
Does this sort of thing sound exciting to you? To kick start the process, we are keen on your words

In 500 words or less, please share with us (from an outsider's perspective) what the four Up Support values mean to you.
- Be Quick
- Be a Mate
- Be an Expert
- Be Up

What are your initial impressions of these values and how would you represent these values working for Up Support?

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