About the role
AFG is growing We are looking for an experienced retention specialist to join our newly created Retention business unit. The specialist's core function will be to retain customers who are looking to refinance their loans away from AFG, primarily through phone and email contact.
You will need to work closely with several internal key stakeholders (Client Services, Credit and Sales) and brokers and broker partners. In addition to this, the role will closely support the Senior Manager in establishing and maintaining the Retention function.
The successful applicant will bring:
* A minimum of 2+ years in a similar retention function, ideally within the financial services industry
* Experience from working in a high-volume inbound and outbound contact role of a similar nature
* A good understanding of credit principles and experience in risk-based decision making
* Previous exposure with business reporting and analysis
Key responsibilities include:
* Retaining customers for AFG at various stages of the home loan life cycle
* Assisting both the Senior Manager and wider business in identifying at-risk customers
* Researching competitor activity and industry trends
* Coaching and developing existing and future staff members in retention framework
What we're looking for:
* Strong understanding of home lending across a variety of financial institutions
* A proven track record of achieving and maintaining results in retention and customer satisfaction
* A clear communicator who forms relationships with key stakeholders
* A punctual, motivated, and reliable individual with excellent written and verbal proficiency
About AFG
Australian Finance Group (ASX:AFG) is one of Australia's largest mortgage broking groups, founded back in 1994 and now employing 300+ staff across Australia. As a category leader, AFG has some 4,000 finance brokers in its network with access to over 10,000 financial products from more than 80 of Australia's leading lenders.
Through our broker network, AFG processes around one in 10 of all Australian residential mortgages and manages over $214 billion in residential and commercial finance.
In addition to our broker network, AFG has a rapidly growing home loan business, and an expanding footprint in the provision of business lending solutions.
At AFG our purpose is to create a fairer financial future for all. Our business prides itself its innovative, entrepreneurial and collaborative culture, which is underpinned by our values of integrity, accountability, customer-centric and team player (IACT). Our teams are intricately engaged across the business, and we encourage people with ideas and a willingness to learn to join us.
AFG is committed to our culture. We provide an inclusive workplace where all are welcomed and recognised for their unique ability, regardless of gender, race, religion, disability, orientation, or other identity attribute.