• Temporary 6-month contract with potential for extension or permanency
• Full-time on a rotating roster (Monday – Friday, 8 am to 7 pm)
• Location: Docklands and allowing you to work remotely 2–3 days per week once proficient.
• $35.86 Per Hour Plus Super
• Start date: May 15th, 2025

Your new company

Your new role

• Handle approximately 40 inbound calls daily from brokers, mobile lenders, branches, and solicitors with settlement-related enquiries, providing updates and turnaround times promptly and professionally.
• Stay well-informed about new products, policies, promotions, procedures, and best practices to deliver the highest quality service.
• Conduct thorough research to address customer requests, utilising all available information sources, and identify and escalate issues requiring further attention and resolution.
• Demonstrate empathy and professionalism when handling high-stress calls, ensuring customer enquiries related to home loans and settlement processes are resolved quickly and effectively.
• Assist customers, mortgage brokers, and conveyancers with the applicant’s settlement, ensuring the process occurs smoothly and raising any concerns immediately.

What you'll need to succeed

• Prior experience in phone-based or face-to-face customer service, demonstrating strong interpersonal and communication skills.
• A personable and proactive attitude, always striving to provide exceptional customer experiences.
• A passion for customer service, driving you to go above and beyond to meet customer needs
• Proficiency in Microsoft Excel to effectively manage data and information.
• Resilience, as this role requires dealing with demanding situations while maintaining professionalism.

What you'll get in return

• Career development: We're committed to fostering your growth within the banking industry, providing support and development opportunities for networking, leadership roles, quality assurance, and risk management.
• 3 weeks of training and a month of Model Office full-time in office.
• Hybrid working environment: We offer a flexible work model, allowing you to benefit from a blend of remote and in-office work.
• Competitive salary: Enjoy an attractive salary package that recognises your contribution and dedication.
• Inclusive culture: We strongly emphasise gender and cultural diversity, accessibility, Aboriginal & Torres Strait Islanders, LGBTIQ+ inclusion, and employee well-being & 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 on your career.