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 success of Resimac by delivering services and that are the reason our customers choose and stay with Resimac.
Identify and address at-risk customer needs while negotiating outcomes to balance retention goals with business objectives.
Stay informed about the competitive landscape in the mortgage and lending industry, including different product and portfolio types (e.g., prime, specialist, direct, third party, wholesale).
Assist the Operations Team Leader in coaching, mentoring, and developing team members to enhance their professional growth and potential.
Engage directly with customers and wholesale originators to achieve the best outcomes for all parties involved.
Maintain accurate and complete records of customer data, interactions, and requests.
Provide services according to the Quality Management Framework, meet quality and compliance standards, participate in feedback and coaching, and address skills gaps with line managers.
Help identify, analyse, and escalate complaints, breaches, fraud, and risks.
Achieve and surpass Key Performance Indicators (KPIs) and targets.
Seek continuous improvement opportunities within Operations and work with stakeholders to implement solutions.
Keep up-to-date with product knowledge, industry trends, and best practices in customer service to improve expertise and performance.
Contribute to a positive team environment and support team development.
Desired Skills and Experience
About you
Our ideal candidate will be someone with:
Over 2 years relevant experience in a mortgage or financial services customer service environment.
Specific mortgages industry and retention experience (highly regarded).
Excellent verbal and written communication skills, including active listening.
High level of accuracy and attention to detail.
Analytical thinking and problem-solving capability.
Competent computer literacy including Word, Excel, Outlook and CRM systems.
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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