Home Lending Concierge

We're REA

REA Group is not your average digital business. From humble beginnings in a garage in Melbourne's east in 1995, we have grown into a leading global digital business, specialising in property.

With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we're proud to be named in Australia's "Top 5" Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

What the role is all about

The Home Lending Concierge is the front-line customer service interface for REA Group's consumers as they embark on their home loan journey for a refinance, new purchase or investment. You will be joining a team who are passionate about service and the loyalty of our customers. You will help us with a wide range of enquiries, from helping our users navigate our systems, to responding to phone, email, social media and web chat-based enquiries. If you have the drive to learn we will provide you with the training and support to thrive. No day will ever be the same, but you will be doing the following:

• Identifying opportunities for customers who are wanting to obtain finance for new purchases and refinance their existing home loans

• Speaking to customers over the phone, discussing and understanding their situation and lending needs and completing high level pre-qualification with customers.

• Referring and booking appointments with our network of brokers

• Utilising your genuine passion for customer service and your strong problem-solving ability

• Resolving enquiries with our customers via phone, email, social media and web chat in an empathetic, professional and timely manner

• Balancing customer demand and multi-tasking in a fast-paced customer contact environment

• Working as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow

• Driving customer loyalty, advocacy and retention through exceptional customer interactions

• Communicating with colleagues across all levels of the organisation, influencing to find the best customer outcome

• Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence

• Working as one team to remove roadblocks to delivering on customer needs

• Providing thoughtful and insightful feedback to improve REA products and services

We're looking for someone with:

• Runs on the board: experience in a customer facing environment that is fast-paced and ever changing

• At least 1 years of recent mortgage experience with a financial institution or licensed mortgage broker

• Proven track record in achieving sales results

• Certificate IV in Finance & Mortgage Broking is ideal

• Exceptional communication skills with demonstrated ability to deliver a service that promotes customer loyalty and advocacy

• A genuine passion for speaking to people on a day-to-day basis and enjoy building rapport

• Strong customer centricity, the ability to showcase your resilience when dealing with challenging situations

• Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset

• The digital stuff, being tech-savvy comes naturally to you. We use a variety of systems, such as Zendesk and Slack (previous experience with these would give you bonus points). You will enjoy working in a digital environment and are keen to learn new things

• A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making

• A team player: the ability to support others while having a bit of fun!

The REA experience

The physical, mental, emotional and financial health of our people is something we'll never stop caring about. This is a place to learn and grow. We're committed to your development - both professionally and personally. Your experience with us is something we take seriously.

We offer:

• A hybrid and flexible approach to working - https://rea.to/hybrid-working

• Flexible parental leave offering for primary and secondary carers

• Programs to support mental, emotional, financial and physical health & wellbeing

• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.

• Hack Days so you can bring your big ideas to life

• Performance recognition programs because hard work should never go unnoticed

Our commitment to Diversity, Equity, and Inclusion

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?