Retention Specialist - Mortgages
Are you passionate about creating outstanding customer experiences & helping people succeed financially? Join our newly-formed retention team!
Summary about this job
Sales - Inbound
Company: The Homeloans Group
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-8-7699-1021
Fax: +61-3-6860-2795
E-mail: n\a
Site: n\a
Detail information about job Retention Specialist - Mortgages. Terms and conditions vacancy
- Exciting time to join our organisation in a newly-formed team
- Think outside-the-box to provide solutions to our customers
- Fanastic CBD location - 5 minute walk from Wynyard Station
The Homeloans Group is one of Australia's leading non-bank lenders, with over 30 years of experience. Homeloans specialise in home loans and have a wide range of product which include residential and commercial options to meet the need of all types of customers from first home buyers to investors. We pride ourselves on our service which has seen us win a number of industry awards.
Based in Sydney CBD, the Customer Relationship Manager (Retention Specialist) will have overall responsibility for resolving all retention and rate queries for borrowers across the group. There will be both reactive, and proactive retention activities
The successful candidate will be responsible for:
- Interact with customers and brokers via email and phone in order to resolve their retention related enquiries
- Ensure that retention enquiries are contacted within set SLAs and are resolved on first contact where possible
- Understand the competitive landscape as well as how to perform a loan comparison in order to retain customers but also maintain profit margins
- To follow processes and use tools designed to offer customers more than just rate reductions to retain business
- Be proactive with suggested improvements on customer outcomes and processes
- Ensure customer data and interactions are maintained accurately
The successful candidate must have:
- Excellent working knowledge of best in class sales and retention practises
- Knowledge of mortgage lending processes and credit policy (desirable)
- 2 years + working in a mortgage sales environment
- Specific retention experience in mortgages will be highly regarded
- Passion for creating superior customer experiences with excellent sales skills
- High levels of integrity, credibility and maturity
If this sounds like the role for you apply now by submitting your resume and a targeted cover letter addressing the above criteria.