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Join to apply for the Customer Retention Team Lead role at Resimac
At Resimac Group, we're not your typical lender— We pride ourselves on being a dynamic ASX-listed non-bank lender and multi-channel distribution powerhouse. We're all about helping homeowners and businesses turn their dreams into reality with lending solutions that are fast, flexible, and innovative.
About the role
The Customer Retention Team Lead will play a critical role in developing and executing proactive retention strategies to enhance customer satisfaction and loyalty. This individual will work closely with the Operations Manager and Retention Strategy Analyst to identify at-risk customers and implement future-focused retention initiatives. The role requires strong analytical skills, leadership capabilities, and a customer-centric approach to reduce churn and improve overall customer experience in mortgage lending.
If you are a results-driven professional with a passion for customer retention and mortgage lending, this could be the role for you
What you'll be doing
* Develop and implement proactive customer retention initiatives and strategies.
* Identify at-risk customers and collaborate with key stakeholders to mitigate churn risks.
* Monitor and analyse customer retention metrics, delivering reports and insights to senior leadership.
* Address and resolve customer complaints and issues effectively.
* Oversee customer satisfaction and implement improvements to enhance customer experience.
* Lead and mentor a high-performing team of retention specialists, fostering a culture of accountability and continuous improvement.
* Ensure staff effectively monitor customer goals and maintain accountability for their assigned accounts.
* Provide coaching and quality management (QM) to enhance team performance and service quality.
* Analyse customer feedback (Voice of Customer) to drive loyalty and improve retention strategies.
* Stay informed on financial market trends and competitor strategies to enhance retention efforts.
What are we looking for?
* Leadership experience in managing and coaching customer-facing teams.
* Minimum 3 years of experience in Customer Success, Retention, or a related field, preferably within mortgage lending.
* Strong communication skills with the ability to build relationships and balance business and customer needs.
* Proven experience in implementing churn reduction tactics and customer retention initiatives.
* High emotional intelligence and empathy to understand customer pain points and address concerns effectively.
* Strong customer service skills with a problem-solving mindset.
* Ability to analyse customer feedback and translate insights into actionable strategies.
* Goal-oriented with strong analytical skills
* Knowledge of financial markets, mortgage lending practices, and competitor landscape.
Preferred Qualifications:
* Relevant certifications or training in customer retention, relationship management, or financial services.
* Experience with CRM tools and data analytics for customer retention.
What's in it for you?
* Be part of a genuine and friendly team where everyone is approachable, and they have each others backs.
* Kickstart your mornings with our Breakfast Bar – daily breakfast provided by us to fuel your day
* Take time to recharge with our Wellness hours 2 hours each month to use at your leisure
* Work in our brand-new, state-of-the-art office Designed with modern amenities and spaces to inspire collaboration, creativity, and productivity
* Hybrid working with 1 day WFH
* Enjoy discounted car loan interest rates for you, your family, and even friends
* Discover new opportunities to grow with internal cross-training across different teams and areas of the business.
* Earn a competitive remuneration package with bonus potential to reward your hard work.
* Benefit from 16 weeks of paid parental leave to support you and your family when it matters most.
* Access other incredible perks, including salary continuance, volunteer opportunities, salary packaging, Employee Assistance Program (EAP), a rewards 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.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service, General Business, and Management
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