- Identifying opportunities for customers who are wanting to obtain finance for new purchases and refinance their existing home loans
- Speaking to customers over the phone, discussing and understanding their situation and lending needs and completing high level pre-qualification with customers
- Referring and booking appointments with our network of brokers
- Utilising your genuine passion for customer service and your strong problem-solving ability
- Resolving enquiries with our customers via phone, email, social media and web chat in an empathetic, professional and timely manner
- Balancing customer demand and multi-tasking in a fast-paced customer contact environment
- Working as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow
- Driving customer loyalty, advocacy and retention through exceptional customer interactions
- Communicating with colleagues across all levels of the organisation, influencing to find the best customer outcome
- Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence
- Runs on the board: experience in a customer facing environment that is fast-paced and ever changing
- At least 1 year of recent mortgage experience with a financial institution or licensed mortgage broker
- Proven track record in achieving sales results
- Certificate IV in Finance & Mortgage Broking is highly desirable
- Exceptional communication skills with demonstrated ability to deliver a service that promotes customer loyalty and advocacy
- A genuine passion for speaking to people on a day-to-day basis and enjoy building rapport
- Strong customer centricity, the ability to showcase your resilience when dealing with challenging situations
- Someone who takes accountability for the customer experience and displays a continuous improvement mindset
- A tech savvy person who is used to using a variety of systems, such as Zendesk and Slack (previous experience with these is ideal)
- A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making
- A team player - the ability to support others while having a bit of fun
Home Lending Concierge - Sydney, Australia - REA Group
Description
Develop your career at REA
Permanent Opportunity
Know someone who would be great for this role and want to land yourself a $2,000 referral bonus? Check out our Employee Referral Program and use the Refer button to submit their details.
You're here because you're interested in taking the next step in your career. Your team knows you are great, but this team might not know you so well. This role reports to Carey Wingate – Manager Credit & Processing – it wouldn't hurt to reach out to them for a chat to learn more about the position Prior to applying, please speak with your current manager – it's crucial they are aware of your interest in another role.
Which team is this in
The Home Lending Concierge is the front-line customer service interface for REA Group's consumers as they embark on their home loan journey for a refinance, new purchase or investment. You will be joining a team who are passionate about service and the loyalty of our customers. You will help us with a wide range of enquiries, from helping our users navigate our systems, to responding to phone, email, social media and web chat-based enquiries. If you have the drive to learn we will provide you with the training and support to thrive. No two days will ever be the same.
Day to day of the job
Who we're looking for
Some of these things might push you out of your comfort zone or you might be looking at this thinking you can absolutely flourish in this role... Whatever you think, we think you should throw your hat in the ring
Reach out to Morgan Thorndyke if you need any help.