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This range is provided by Hays. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
We're looking for enthusiastic customer service professionals to join our team and make a real impact.
* Full-time 40 hours per week on a rotating roster (Monday – Friday, 8 am to 8 pm)
* Temporary 12-month contract with potential for extension or permanency
* Location: Docklands and in-office for the first 3-4 months, then 50% hybrid
Your new company
Are you ready to elevate your career and become part of a leading financial institution? Embrace the opportunity to make your mark with one of the Big 4 Banks and propel your professional journey to new heights. With our Home Owner Solutions team rapidly expanding, assisting customers across Australia and New Zealand, this is your chance to join a dynamic business that values excellence and offers unparalleled career progression. Our commitment to attracting and retaining the best talent ensures you’ll be supported on your journey to unlocking a world of opportunities.
Your new role
As the first point of contact, you'll handle a variety of customer enquiries, including loan setups and restructuring, while supporting application updates, product information, and post-settlement details. You'll manage around 40 calls daily, aiming to improve customer financial wellbeing and experience, and educate them on the Bank’s self-service options.
* Handle customer enquiries ranging from general loan enquiries and payment setups to restructuring loans and dealing with rate announcements and rate adjustments.
* Application updates, product information, post-settlement loan details, and more.
* Improve financial wellbeing and customer experience, deliver on the Bank’s customer promises, and educate customers on the Bank’s self-service options.
* Manage new applications, follow up on existing applications, and assist existing customers with the Bank’s home loans.
* Manage calls within strict time pressures and targets.
* Follow scripts, processes, perform ID checks, and ensure quick empathetic handling.
What you'll need to succeed
* Must be eligible to work 40 hours per week and have unlimited working rights in Australia.
* Clear and concise, with a professional phone manner and engaging conversation style.
* Ideally, candidates should have contact centre experience, especially in banking. Skills from telecom, retail, hospitality, or similar fields are also transferable.
* Ability to navigate systems and comprehend theory-based training.
* Willingness to go above and beyond to help the team and support others.
* Open to feedback, proactive in seeking development opportunities.
* Handle difficult conversations professionally and move on to the next call without taking frustrations personally.
* Genuine desire to help and educate customers, delivering a memorable experience.
* Follow processes correctly, with a strong focus on accuracy.
What you'll get in return
* Classroom-based for 3 weeks, primarily theory-based with some practical components.
* Culture and wellbeing recognition, from team member acknowledgments to quarterly rewards events.
* Receive ongoing coaching and support to ensure your continued growth and excellence in this role and beyond.
* Enjoy the flexibility of a hybrid position, allowing you to work remotely 2–3 days per week once proficient.
* Be part of a diverse and inclusive work environment that values Gender and Cultural Diversity, Accessibility, Aboriginal & Torres Strait Islanders, LGBTIQ+ Inclusion, and Employee Wellbeing & Engagement.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Seniority level
* Entry level
Employment type
* Temporary
Job function
* Customer Service
Industries
* Banking
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