Home Loan Specialist

About us

Tiimely is a platform technology company and digital lender revolutionising financial service processes to make them faster, smarter and simpler for consumers and businesses in Australia. Tiimely strengthens its B2B offering with a B2C ‘proving ground’, using AI-driven proprietary technology and over five years of data to reimagine the customer experience and credit underwriting process.

Our solutions are built for lenders, fintech's, consumer brands and mortgage brokers and our technology are licensed by 17 partners across SaaS, API and white-label PaaS products. The white-label platform powers two of the largest six banks in Australia. In February and March 2023, more than $2bn applications were processed through the platform via our PaaS customers.

The position

We are looking for an experienced Home Loan Specialist to join our growing operations team.

The core requirement of the role is providing assistance to customers via the phone, email and chat, in accordance with our policies and products. This is done in a whole new way and with this role comes the opportunity to help shape how the operations team functions both today and in the future.

At Tiimely, our Home Loan Specialists are part of Customer Hub and work together to facilitate the best customer experience, from first enquiry to settlement and beyond.

You'll be involved in assisting customers with their Home Loan product queries and application assessment progress. You will have opportunities to be a part of testing the platform and developing the policies as part of a team that endeavours to continuously improve.

We would like to meet people with a range of levels of experience in a call centre environment/ customer service and also people who wish to grow in the role and develop with us.

The successful candidate

To be considered for this position, you will:

• Hold a Certificate IV in Finance and Mortgage Broking (or be willing to obtain one);
• Have a minimum 1+ years of experience in a call centre environment/ customer service
• Love providing standout service to customers and guiding them through our digital process;
• It would be highly desirable to have experience in lending / support
• Have detailed knowledge of all relevant regulatory requirements;
• Be a critical thinker and have high attention to detail;
• Be a dedicated team player with a positive attitude;
• Demonstrate your ability to learn new practices and procedures;
• Relish the challenge of using technology to disrupt existing business practices;
• Have excellent written and verbal communication skills.
• Be able to manage multiple calls and chats, sometimes under time pressure and still keep your head.
• Be passionate about making a contribution beyond the role - demonstrating our values a commitment to improvement and recognition that we are growing and learning.
• Be willing to work weekends and some public holidays

What’s in it for you?

• We offer an attractive remuneration package,
• We also have two generous employee share plans. The first where every employee can become a shareholder and the second plan links success of employee contribution to the achievement of Tiimely’s strategic goals.
• We offer flexible working hours and arrangements to balance your work and lifestyle, including working from home options.
• We also offer 1:1 Training, Learning Programs and Mentoring to help you succeed.
• A state of art office fit for a scaling Fintech.
• We endorse responsible lending practices where we focus on our customers, not on sales.

We are open for the extended hours, which are Monday to Friday 7:30am - 6:00pm (CST) and Saturday and Sunday and some public holidays 8:30am - 4:30pm (CST). Our Home Loan Specialists are rostered to work shifts over the weekend and these extended hours.

Whilst all of our job opportunities have a specific criteria, if the above describes who you are but you don’t tick all of our boxes, we still encourage you to apply. If you have any questions, you can get in touch with Karam Singh at ***********@tiimely.com

Please let us know if you require any support or adjustments to be made to our hiring process, so that you can participate fully in our recruitment experience.

We’re proud to be recognised as a certified Great Place to Work and Best Places to Work for Women in Australia.