AddressSee yourself in our team
- Our opening hours are 8am - 8pm, Monday to Friday; and Saturday to Sunday 8am - 6pm (AEST).
- This is a permanent full-time position, working Tuesday - Saturday 9am - 5:30pm (AWST).
- This is a hybrid role - 50% of your time in the office, and 50% at home, providing enhanced flexibility and work-life balance. All you need is a designated work area and connection to the internet.
Do work that matters
As a Home LendingTeam Leader, you will lead, coach, develop and inspire your staff. You will be supporting a team of motivated and driven Home Lending experts based in Perth and Brisbane. You and your team will work alongside our experienced Brisbane Home Loan Sales teams with their knowledge of best practice routines and disciplines to ensure success in your career with us.
Your Impact
Directly reporting into the Senior Manager, Home Lending, your responsibilities include but are not limited to:
- Providing your team of direct reports with coaching & development to meet business performance targets and standards. You will also support continuous improvements within your team to assist targets being achieved by providing high quality and consistent interactions with Lenders & other Business units.
- Managing the team to ensure customer milestones are completed for the home loan process (from application through to settlement/funding); and ensuring settlement/funding timeframes are met.
- Conducting Call Quality Monitoring, review and provide appropriate feedback to employees
- Managing complex enquiries and complaints within area of control, act as point of reference for escalated enquiries and for Home Loan Consultants. You will also refer customers with complex financial needs to specialists within the Group appropriately.
- Managing key relationships with internal and external CBA stakeholders (eg: Direct Banking Change Management, Lending Services, Solicitors).
- Assisting in the implementation of policies and procedures to ensure the effecting running of the contact centre.
Your Capability
- You are a self-motivated individual whom is passionate about leading and inspiring your team to thrive and deliver results. You are also a change leader and have a growth mindset.
- Home Buying knowledge/experience is strongly preferred.
- Leadership within a contact centre environment preferred.
- Demonstrated Team Leadership, coaching and people management skills.
- Able to perform well in an ambiguous, fast paced and highly regulated environment.
- You collaborate well & understand shared success
- You are passionate about customer satisfaction, have the ability to show initiative; and problem solve for a wide variety of situations.
Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.
Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. One where we're driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.
Here, you'll thrive. You'll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.
We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
