Mortgage Retention Consultant

Bank First is a customer-owned bank that exists to serve the people who serve the education and health community. Our members put others first, so we put them first.  

We have a clear strategic mandate to transform and grow the bank to do more for our members. At Bank First we are empowered to make bold moves to reimagine the way we serve our members.

So, what’s the role?

the role of the Inbound Contact Centre Lending Retention Specialist is pivotal to effectively retain and enhance the lending relationships of our valued members.

Through exemplary customer service, initiative-taking engagement, and astute problem-solving, the specialist aims to deepen connections with members, address their lending needs, and ensure their satisfaction and loyalty.

By leveraging negotiation skills, empathy, and a thorough understanding of lending products, the specialist endeavours to mitigate retention risks, resolve concerns, and promote mutually beneficial outcomes. The role is dedicated to safeguarding member trust, optimizing lending retention rates, and contributing to the overall growth and success of the organization's lending portfolio.

This role is working at the Hawthorn East office (Hybrid)

Key accountabilities for the role:

• Provide superior personalized service to inbound callers, surpassing their expectations.
• Build strong rapport with existing members during inbound calls to enhance relationships.
• Assess the lending needs of members calling in and ensure proposed solutions align with their objectives.
• Deliver clear and concise communication to ensure members are well-informed about their lending options.
• Utilize negotiation skills to solidify relationships with members, addressing concerns and resolving issues effectively
• Meet and exceed organizational, departmental, and individual targets, objectives, service standards, and KPIs specific to lending retention within the inbound contact centre.
• Implement effective operating rhythms and practices to independently manage retention risks, ensuring initiative-taking and positive contact with members.
• Demonstrate a proactive attitude towards learning and developing new skills relevant to the inbound contact centre lending retention role.

The ideal candidate will have the following experience:

• Retail Banking knowledge is preferred.
• Understanding of lending products is preferred.
• Inbound Contact Centre experience & Customer service experience.

What we offer our Bank First people

• A for-purpose bank committed to helping its members and their community.
• Impactful work that will genuinely make an impact in the lives of our members!
• Work with values-driven leaders, who actively develop talent and support you to grow your career.
• Work-life balance and flexibility, so you can work in a way that best suits you and your commitments outside of work.
• Hybrid working from our offices to connect and collaborate, as well as focused time at home.
• Competitive remuneration with extensive leave options, a gym membership subsidy and free parking!

To apply

If you are looking for purpose and an organisation that lives their values every day, we encourage you to apply – even if you don’t meet all the criteria.

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible.

NO Agencies required for this role and we encourage candidates to apply directly as Agency submissions will not be accepted.