- Full-time, 40 hours/week (8-hour shift between Mon-Fri, 8 am - 8 pm)
- Temporary 12-month contract with potential for extension or permanency
- Location: Docklands and in-office for the first 3–4 months, then 50% hybrid.
- $37.66 per hour plus super
- Start date: 2nd June.
Your new company
Are you ready to elevate your career and become part of a leading financial institution? Embrace the opportunity to make your mark with one of the Big 4 Banks and propel your professional journey to new heights. With our Home Owner Solutions team rapidly expanding, assisting customers across Australia and New Zealand, this is your chance to join a dynamic business that values excellence and offers unparalleled career progression. Our commitment to attracting and retaining the best talent ensures you’ll be supported on your journey to unlocking a world of opportunities.
Your new role
As the first point of contact, you'll handle a variety of customer enquiries, including loan setups and restructuring, while supporting application updates, product information, and post-settlement details. You'll manage around 40 calls daily, aiming to improve customer's financial wellbeing and experience, and educate them on the bank's self-service options.
- Handle customer enquiries ranging from general loan enquiries and payment setups to restructuring loans and dealing with rate announcements and rate adjustments.
- Application updates, product information, post-settlement loan details, and more.
- Improve financial wellbeing and customer experience, deliver on the bank's customer promises, and educate customers on the bank's self-service options.
- Manage new applications, follow up on existing applications, and assist existing customers with banks' home loans.
- Manage calls within strict time pressures and targets.
- Follow scripts, processes, perform ID checks, and ensure quick empathetic handling.
What you'll need to succeed
- Must be eligible to work 40 hours per week and have unlimited working rights in Australia.
- Clear and concise, with a professional phone manner and engaging conversation style.
- Ideally, candidates should have contact centre experience, especially in banking. Skills from telecom, retail, hospitality, or similar fields are also transferable.
- Ability to navigate systems and comprehend theory-based training.
- Willingness to go above and beyond to help the team and support others.
- Open to feedback, proactive in seeking development opportunities.
- Handle difficult conversations professionally and move on to the next call without taking frustrations personally.
- Genuine desire to help and educate customers, delivering a memorable experience.
- Follow processes correctly, with a strong focus on accuracy.
What you'll get in return
- Classroom-based for 3 weeks, primarily theory-based with some practical components.
- Culture and wellbeing recognition, from team member acknowledgements to quarterly rewards events.
- Receive ongoing coaching and support to ensure your continued growth and excellence in this role and beyond.
- Enjoy the flexibility of a hybrid position, allowing you to work remotely 2–3 days per week once proficient.
- Be part of a diverse and inclusive work environment that values Gender and Cultural Diversity, Accessibility, Aboriginal & Torres Strait Islanders, LGBTIQ+ Inclusion, and Employee Wellbeing & Engagement.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to howard.richards@hays.com.au, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
