Resimac Group is a dynamic and leading ASX-listed non-bank lender and multi-channel distribution business in Australia. We enable homeowners and businesses to achieve their dreams by providing innovative, fast and accessible lending solutions to homeowners, consumers and business across Australia.
Our brands include Resimac, homeloans.com.auand Resimac Asset Finance and we’re proud to be servicing over 50,000+ current customers, with assets under management of over $15 billion, and a fast-growing workforce of over 330 people operating across Australia and the Philippines.
Job Description
About the role
Contribute to the achievement of Resimac Vision by delivering an experience that is the reason customers choose and stay with Resimac by fulfilling the following:
• Respond to and resolve customer inquiries and complaints across mortgage/loan servicing functions through a range of channels.
• Build and maintain strong relationships with our customers and ensure customer satisfaction.
What you will be doing
• Respond to end-to-end customer service queries related to general loan information and transaction activities across all channels (calls, email, etc.).
• Resolve customer queries and issues at the first point of contact and ensure high levels of customer satisfaction.
• Deliver outstanding customer service in alignment with Resimac Customer Experience principles.
• Deliver services in accordance with Quality Management Framework including meet quality and compliance criteria and actively participate in feedback and coaching sessions.
• Ensure customer data, interactions and request types are updated and maintained accurately and completely.
• Identify acquisition and retention opportunities and refer to appropriate channels.
• Assist in the identification, analysis and escalation of complaints, breaches, fraud and risks.
• Stay updated on product knowledge, industry trends and best practices in customer service to enhance expertise and performance.
Desired Skills and Experience
About you
• 1-2 years’ relevant experience in customer service. (Salary will be aligned to this experience level)
• Strong understanding of customer drivers and how to successfully engage with customers.
• Sound knowledge and understanding of mortgage processing procedures.
• Knowledge of the non-banking, mortgage broking and mortgage management sectors.
• Familiarity with the National Consumer Credit Protection (NCCP) Act and Privacy Act.
What's in it for you?
Resimac offers a collaborative culture that encourages career growth, professional development and workplace flexibility.
With a focus on our people, Resimac offers several employee benefits including:
Supportive and friendly environment where we pride ourselves on being approachable
WFH Flexibility
Wellness hour - Get 2 hours each month to take back time for yourself!
Internal opportunities to cross train in other teams/areas of the business
Reward platform with access to discounts, deals and cashback offers
Monthly cake day to celebrate birthdays
Breakfast Bar - daily breakfast provided by us to help fuel your day!
Other outstanding benefits including paid Parental leave (16 weeks), salary continuance, volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities
Resimac is committed to building a diverse and inclusive business and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI and related communities, mature workers, people living with a disability and different cultural backgrounds.
Please note that unsolicited applications from recruitment agencies will not be accepted
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