About Us
Tiimely is a platform technology company leading the future of financial assessment through predictive and explainable AI, and configurable, API‐led solutions. Our proprietary technology automates financial assessment and credit decisioning, enabling faster, more accurate outcomes across a range of use cases, and is licensed by large banks, fintechs, ASX‐listed brands and our own in‐house retail business, Tiimely Home.
Our core values are "Time to be Human", "Time to Take Responsibility", "Time to Be Transparent", and "Time to Build Good Bonds". As a certified B Corp, we're committed to doing good through business – and building experiences that benefit all of our stakeholders.
Headquartered in Adelaide with a national team of 120, we're on a mission to transform how Australians access credit through cutting‐edge technology and a human‐first approach.
The Position
We are seeking an enthusiastic Home Loan Specialist to join our Customer Hub. In this role, you will provide exceptional support to customers via phone, email, and chat. You'll play a pivotal role in making outbound calls to customers who have started applications, helping them navigate the online application and understand product suitability based on their needs.
Your Responsibilities
* Supporting customers virtually via phone, email, and live chat for queries related to home loan products and application status.
* Understanding and advising on customers' eligibility criteria, generating leads, and booking appointments with our broker team.
* Holding needs‐based conversations with customers, building genuine long‐lasting relationships.
* Taking ownership and actioning all home loan enquiries that come through to you.
* Resolving customer issues and complaints in a timely and professional manner.
* Proactively retaining customers via outbound calling initiatives, contributing to the growth of our team.
* Liaising between the customer and credit assessor to ensure a smooth application process.
* Maintaining excellent communication and building strong rapport with customers.
* Providing clear, accurate and concise information, ensuring customers understand each stage of the home loan journey.
* Collaborating with other teams to share insights and contribute to the continuous improvement of our processes.
* Participating in training and coaching sessions to develop your knowledge and skills in home lending.
What We're Looking For
* Demonstrated experience in a customer service role, either in a call centre or face‐to‐face environment. Prior experience handling home lending inquiries is highly desirable.
* Excellent communication and interpersonal skills, with the ability to work autonomously and keep up within a fast‐paced and ever‐changing environment.
* Strong attention to detail, excellent time management, and a proactive approach to problem‐solving.
* A positive team player eager to learn, adapt, and contribute to a growing business. Passionate about using technology to improve customer experiences.
* A high level of drive, motivation, and integrity, underpinned by a desire to help customers achieve their home ownership dreams.
* A keen desire to build a successful career in the fintech/mortgage lending space.
What's in It for You
* An attractive remuneration package plus generous employee share schemes.
* Flexible working arrangements, including options to work from home.
* A vibrant culture and generous workspace in Adelaide to help you do great work.
* Being part of a company that's growing and building platform products customers love.
Work Hours
We operate extended hours Monday to Friday (7:30am – 6:00pm CST) and weekends (8:30am – 4:30pm CST). The successful candidate will be required to work some weekend shifts.
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