Commonwealth Bank of Australia

The role

As a Home Lending Consultant in Direct Lending you will build and maintain positive relationships with customers by resolving and identifying their potential needs through conversation. Our vacancies are available in a high growth area of our Lending Business and there are genuine career opportunities for high performers!

You’re Impact

As a Home Lending Consultant, you will take inbound calls from new and existing customers and offer them a personal lending solution. You will spend time speaking with customers, asking specific questions and learning about their financial situation in order to identify their lending needs. A high importance needs to be placed on supporting the customers individual needs, adding value to their experience and maintaining exceptional levels of customer service.

Other key responsibilities include:

• You will work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.
• You will be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner. Organise, action and follow up on own daily work and delegated tasks
• You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and cross sell. Identify and complete account based maintenance enquiries at customers request
• Pro-actively identify opportunities to better serve customers by demonstrating a high level of product knowledge gained through participation in ongoing training.
• You will have an understanding of our risk environment and understand your role in ensuring you adhere to our obligations. You will be proactive in raising issues and work collaboratively for a resolve.

What will help you succeed

Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying how to maximise customer lending needs aligned with responsible lending, and ensuring customers are banking as effectively as possible. 

You will also be able to demonstrate:

• An ability to work in a busy, commercial, competitive and target-driven environment.
• The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
• Able to perform well in an ambiguous environment 
• the ability to interact with a wide range of customers and colleagues
• a desire to want to deliver excellent customer service
• Ability to work in a fast paced & highly regulated environment

Our Team

The Direct Lending business brings together all Home Loan and Consumer Lending activity across Retail Banking Services (RBS). This area is critical to the development of a seamless multi-channel operation giving customers access to an optimised lending experience based on how they wish to interact with RBS, whether over the phone, online, or via video.

Hours and Training:

• This role is permanent full time (Training in the office – Transition to work from home)
• Monday to Tuesday 11:15am- 8:00pm & Wednesday to Friday 12:15- 8:00pm
• Training (In the Office) will commence on Monday 5th July 2021 with all new starters undergoing four weeks of mandatory Full Time training, 9:00am – 5:00pm Monday to Friday. Please note we cannot provide any time off during the training.
• Please note you must be based within reasonable travel distance to Melbourne, fortnightly hub days in the office will be required.

At CommBank we’re proud to support flexible working. The Home Lending Consultant position has been redesigned and repurposed so you can successfully perform your role in the comfort of your own home. All you need is a designated work area, connection to internet and a landline (dedicated for work use only) then leave the rest to us! 

We’ll guide you through virtual training, self-assessment and e-learning modules to help you adapt to working from home. We’ll also schedule occasional in-office days to ensure you can stay engaged and connected with your team. 

Please note that while majority of your work will be done from home there will be some office contact hours required, therefore we can only consider applicants who are able to come into the office at regularly

If you have a CAN do attitude and the desire to help the bank deliver on our purpose of “improving the financial wellbeing of our Customers and Communities” apply now!

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.

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Advertising End Date: 30/05/2021