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Form of workAbout Keystart
Keystart is a progressive, purpose driven organisation that delivers high social impact by making the dream affordable home ownership a reality for thousands of Western Australians. We were among 71 companies from across the globe, and only four in Australia, honoured with a 2019 Korn Ferry Engaged Performance Award. And we are just one of two WA organisations named in the Australian Financial Review’s 100 Best Places to Work in Australia list. Keystart is proud of our workplace culture, and we prioritise the wellbeing and satisfaction of our people.
We believe in giving people a chance.
We find a way to help where others are not willing.
Together, we help more people achieve a once unattainable dream, owning their own home.
About the role
This role will use your customer service experience and product knowledge to introduce customers to home ownership, support them through the financial journey that accompanies a mortgage and increase their knowledge to enable refinancing at their chosen point in time. Our focus is on Customer Experience, we don’t believe in Average Handle Time (AHT) targets.
You’ll also:
- Provide an outstanding customer experience as measured by customer satisfaction ratings, Net Promotor Score, surveys, customer feedback and complaints.
- Manage customer enquiries in line with Keystart’s values and in accordance with policies/procedures.
- Accurately pre-qualify new Keystart customers from a diverse range of referral sources.
- Proactively provide education content including the Education Program to all ineligible customers, and work with customers on the Education Program to improve their viability for pre-qualification.
- Pre-qualify existing Shared Ownership customers who appear eligible to purchase further equity after annual reviews.
- Actively work to identify and assist with the implementation of improvements to the customer experience and team processes.
We currently have one part time 12-month contract vacancy for either Full time or Part time hours. Roster preferences will be discussed at interview, with some flexibility on workdays and start and finish times.
About You
You love supporting our customers and feel pride and success when the customer successfully obtains and maintains their home loan. You even love it when they take the final step of refinancing because it means you have made home ownership a reality for someone who would not have got the chance if it wasn’t for Keystart.
You enjoy change and use your curiosity to continuously improve the customer experience. Demonstrating a commitment to Keystart’s values of teamwork, customer focus, agility, and integrity; you love working in a diverse and inclusive team environment. You are not shy in raising matters, but you do so in a manner that builds trusting relationships and are always looking for ways to learn and grow.
Curious? Like to do things a bit different? Us too!
If this sounds like you, and you are excited about the prospect of working for an organisation where you can really make an impact, then great! This role is a real opportunity to become part of a team that excels in delivering exceptional customer outcomes, continuously strives for improvement and has fun doing so.
Here at Keystart we celebrate and support inclusion, diversity, and engagement. We pride ourselves on our diverse workforce, valuing different perspectives and unique ways of thinking that drive our growth, collaboration, innovation, and scalability.
We welcome people from all backgrounds and encourage diversity of age, faith, ability, gender, sexuality and culture, including Aboriginal and Torres Strait Islander peoples.
