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Form of workAbout us
Resimac Group is a dynamic and leading ASX-listed non-bank lender and multi-channel distribution business in Australia and New Zealand. We enable homeowners and businesses to achieve their dreams by providing innovative, fast and accessible lending solutions to homeowners, consumers and business across Australia and New Zealand.
Our brands include Resimac, Resimac NZ, homeloans.com.au and Resimac Asset Finance and we’re proud to be servicing over 50,000+ current customers, with assets under management of over $15 billion, and a fast-growing workforce of over 330 people operating across Australia, New Zealand and the Philippines.
About the role
We are seeking a Team Leader to lead a small team delivering outstanding customer service. The role will entail the following:
- Manage and coordinate end-to-end Customer Service and Loan Administration activities for new and existing Resimac clients.
- Set clear expectations, goals, and performance targets for the team, and ensure they are equipped with the necessary skills and knowledge to achieve them.
- Coach, mentor, and develop team members, fostering their professional growth and maximising their potential.
- Directly engage with customers and resolve escalations and complaints as required.
- Ensure that team customer data, interactions and request types are updated and maintained accurately and completely.
- Ensure the team delivers outstanding customer service in alignment with Resimac Customer Experience principles.
- Deliver services in accordance with Quality Management Framework including meet quality and compliance criteria, actively participate in feedback and coaching sessions, develop capability to close skills gaps and raise skills challenges with line managers.
- Assist in the identification, analysis and escalation of complaints, breaches, fraud and risks.
- Identify areas for continuous improvement across Operations and collaborate with relevant stakeholders to implement solutions.
About you
- Minimum 2 - 3 years’ relevant mortgage or financial services industry experience.
- Minimum 1 -2 years experience in a contact centre
- People management experience (highly regarded)
- Strong understanding of customer drivers and how to successfully engage with and influence dissatisfied and at-risk customers.
- Sound knowledge and understanding of mortgage processing procedures.
- Knowledge of mortgage lending processes and credit policy (desirable).
- Broad understanding of the financial services industry including non-banking, mortgage broking and mortgage management sectors.
- Familiarity with the National Consumer Credit Protection (NCCP) Act and Privacy Act.
What's in it for you?
In addition to competitive remuneration, Resimac offers a collaborative culture that encourages career growth, professional development, and workplace flexibility. With a focus on our people, Resimac offers several employee benefits including:
- Supportive and friendly environment where everyone is approachable
- WFH 1 day per week
- Inernal opportunities to cross train in other teams/areas of the business
- Competitive remuneration package with bonus potential
- Paid parental leave
- Wellness hour each month - Take back time for yourself to recharge!
- Breakfast Bar - daily breakfast provided by us to help fuel your day!
Other outstanding benefits including salary continuance volunteer opportunities, salary packaging, EAP, Reward platform and external professional development opportunities
Resimac is committed to building a diverse and inclusive business and encourages applications from Aboriginal and Torres Strait Islander peoples, LGBTI and related communities, mature workers, people living with a disability and different cultural backgrounds.
Please note that unsolicited applications from recruitment agencies will not be accepted.
