Customer Service Representative

Australia | Customer Contact Centre | Full-time | Fully remote

Apply

Customer Service Representative

 

In May 2021, Lendi and Aussie Home Loans merged to create Lendi Group. Today, Lendi Group is Australia's largest retail mortgage broker, with a loan book in excess of $70 billion, over 1200 brokers and 225 retail stores across the country.

At Lendi Group, we use technology to drive better customer outcomes and experiences. We’re passionate about what we do and like to do things differently.

Despite the challenges and change in the last year, we’ve enjoyed record growth while adapting to the changing world around us. We’ve fully embraced flexible working from home: we call it ‘flex first,’ and it's now a core part of our DNA.

 At Lendi Group, our people are our lifeblood, and we would not be the business we are today without them. We believe people who are continually open to growing and developing themselves engage in learning, are motivated and are driven to succeed. 

Together, we will ensure our people flourish within a supportive learning culture, where to fail forward is encouraged and success is recognised.

 

The Opportunity

We are looking for a keen individual to join our amazing team on a full-time or part-time basis.

Aussie Home Loans is a renowned brand for customer service for over 30 years and we want you to help continue to assist our customers with all their home loan needs in an exceptional way.

We are in inbound, outbound call centre dealing with customers that have already settled a loan with our Aussie Brokers. We need you to continue this experience from settlement and be the initial point of contact for anything they would like assistance with during the life of their home loan.

We share so many home loan journeys with so many amazing people and we love hearing their stories every day. From their exciting new first home, upsizing their home as their family is getting bigger or seeing someone conquer the housing market with their ever-growing investment portfolio. This job will give you so much life experience and will set you up with the knowledge of an ever-growing housing & financial market.

 

Duties & Responsibilities 

  • Provide customer service excellence in dealing with each and every customer on inbound and outbound calls
  • Ensure all calls are dealt with and follow up work completed according to set service delivery standards. Calls may be new lead enquiries, broker, or customer service oriented
  • Appropriately deal with calls according to the caller profile, be it customer or broker
  • Complete back-office work in relation to loan administration and online enquiries relating to loan enquiries
  • Ensure accuracy in data management and input
  • Follow agreed processes and procedures to ensure an outstanding customer experience every time
  • Escalate customer queries in a timely and appropriate manner according to agreed standards
  • Ensure all work adheres to the Service Quality framework.

 

Position Requirements - Background & Expertise

  • No previous contact centre experience required! We provide a comprehensive, paid 3-week training & induction program when you start. 
  • We’d love to hear from you if you have previous experience within customer service, sales, hospitality, or retail. Experience in banking & finance is an exceptional plus.
  • Exceptional customer service skills, with a customer centric mindset
  • Excellent communication skills, written and verbal
  • Computer literate with an eye for detail
  • A good listener, with an empathetic approach to assisting customers
  • Genuinely loves speaking to people on a day-to-day basis.
  • Ability to build rapport and create sustainable relationships with our customers and brokers.
  • Can work as part of a team but also independently work from home.
  • Proficient in Excel, Outlook, PowerPoint, and Word skills
  • Target driven and able to work to KPI’s and targets
  • Ability to embrace change and remain agile in a fast-paced environment
  • Commitment to continuous improvement and innovation of the business. We love when people speak up on ways to better improve the business.
  • Can work either full-time or part-time; living and working in Australia

 

Some of our perks 

Lendi Group teams exist across Australia and the Philippines. We’re committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending, for good.

We support our people in a variety of ways, but a few of the benefits that that out people rave about include: 

  • We’re Flex First - we’ve fully embraced flexible working from home and metropolitan city offices for those who do want to work from the office
  • We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers 
  • An additional week’s Loyalty Leave each year after reaching 3 years’ service
  • A 24/7 Employee Assistance Program service providing counselling and support
  • We’re committed to building a diverse and inclusive community for everyone at Lendi Group. We’ve joined the Project F initiative aimed at removing the systemic barriers to achieving gender-balanced teams, and Circle In to provide an inclusive workplace for our team members who are caregivers 
  • Regular social activities & events, both in-person & online
  • A vibrant, relaxed, yet professional culture
  • We run wellness initiatives with a strong focus on psychological safety.

 

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

 

Lendi Group is a proud Project F Partner - Gender Diversity & Inclusion is a great focus for us. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits, ultimately this creates a melting pot of creativity!