Full time position
Shifts between 8am-6pm Monday to Friday and will be required to work a weekend shift once a month between the hours of 10am-6pm Saturday or Sunday
Rotating Roster
Hybrid working
About Us
Unloan is a new digital lending venture, backed by CommBank and homebuying which we launched in May 2022.
We are a diverse team of product managers, designers, engineers, risk managers and lenders. And we’re working together to deliver Australia's most-loved home loan experience.
We’re excited to welcome unbelievably smart and driven customer service experts who think differently and want to make a difference…
Your Impact
The interactions between customers and lenders have an outsized impact on their experience – and we’re all about delivering great customer outcomes.
Building and maintaining positive relationships with our customers is our passion. As a Customer Success Specialist in Unloan, you’ll be resolving and identifying the potential needs through robust client conversations.
Key Responsibilities:
Spend time to build relationships with customers and ask specific questions to learn about their financial situation and lending needs.
You’ll add value to their experience and maintain exceptional levels of customer service.
Work flexibly and seamlessly across a range of service channels including phone, digital, request to call back and customer maintenance requests to help customers from initial loan enquiry to post settlement requests and activities.
Handle complaints in a prompt, professional and caring manner.
Use your product knowledge to service customer account maintenance needs, and cross sell where appropriate.
Pro-actively identify opportunities to better service our customers.
Assist with pre vetting applications
Supporting inbound calls from customers, solicitors and conveyancers.
Customer centric and a strong understanding of the Group’s strategic goal of achieving NPS +30
Deliver service with a warm, empathetic and solution focused phone manner
Adhering to metrics as outlined in KPI’s
Support a high-performing, customer-focused culture.
Identify and suggest improvements to enhance service delivery and efficiency.
A resilient mindset that allows you to stay composed and solution-focused when handling challenging conversations or unexpected issues.
Embrace change with a positive attitude, adapting quickly to new processes, systems, and priorities in a dynamic environment.
See yourself in our team
You have experience in a fast-paced, customer-focused environment and are passionate about delivering excellent service. You’re resilient, detail-oriented, and enjoy solving problems for customers.
You will also have:
Strong attention to detail and commitment to accuracy.
Demonstrated experience in a customer service or contact centre role.
Ability to work independently and collaboratively
Clear and professional verbal communication skills.
A curious mind and think outside of the box to ensure best solutions are provided
A risk mindset where you are expected to proactively identify, understand, openly discuss and act on current and future risks
A self-motivated and passionate attitude about providing exceptional customer service every day.
Have experience in pre vetting home loan applications
If this sounds like you, APPLY NOW!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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.
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What We Do
Australia’s leading provider of financial services including retail, premium, business and institutional banking, funds management, superannuation, insurance, investment and sharebroking products and services. We are a business with more than 800,000 shareholders and over 52,000 employees. We offer a full range of financial services to help all Australians build and manage their finances.
