Manager Customer Service Lending (Melbourne)
Customer Service Lending's (CSL) key objectives are to grow proprietary mortgage lending, delivering exceptional customer service outcomes and a differentiated service model.
We work collaboratively with teams across the bank to fulfil our purpose of building a brighter future for all and achieving the Groups goal of NPS +30.
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
About the opportunity:
The Manager Customer Service Lending role is to lead, develop, and retain a team of lenders. The role will ensure lenders have the necessary skills, attributes, behaviours, and motivation to provide exceptional service in meeting the home lending needs of our customers.
The Manager Customer Service Lending will be responsible for cultivating a successful Sales and Service performance culture. They will provide factual advice on lending products, services, and issues. You will manage resources to optimise business outcomes, meet agreed targets, and build positive relationships. This is a great opportunity to build a team of lenders to accommodate to the unprecedented demand of the housing market.
More specifically, the role will require you to:
* Lead, motivate and develop a team of lenders to provide exceptional customer experiences and deliver against lending plans
* Monitor and provide feedback on team and individual performance, in addition to identifying, developing, and implementing strategies to drive performance improvement
* Ensure technical lending skills and knowledge are of high standard
* Manage sales, service, operational, and risk management processes performed by the team
* Oversee the sales pipeline to ensure the meeting of targets and efficient processing of leads
* Actively engage in business development activities, building quality external leads and promoting the Bank through community contributions
* Coach lenders on the effective actioning of leads and strategies to optimise lending outcomes
* Utilise your industry expertise and market knowledge to identify key growth opportunities for your team
* Resolve customer inquiries and/or complaints in a prompt, professional, and caring manner
* Ensure lending meets the appropriate credit standards through regular audit and review
About You:
We are looking for people with the below skills and experience:
* Demonstrated experience in the home lending environment
* Demonstrated leadership, coaching, and people management skills, preferably in sales and/or lending environment
* Proven success in achieving business sales & service results
* Experience and commitment to driving excellent outcomes in the lending environment
* Advanced knowledge of CBA home loan processes and systems
* Exceptional planning and time management skills
* Detailed technical understanding of lending products, processes & systems
Your Development :
If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
About us:
Customer Service Lending's (CSL) key objectives are to grow proprietary mortgage lending, delivering exceptional customer service outcomes and a differentiated service model.
We work collaboratively with teams across the bank to fulfil our purpose of building a brighter future for all and achieving the Groups goal of NPS +30.
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.
About the opportunity:
The Manager Customer Service Lending role is to lead, develop, and retain a team of lenders. The role will ensure lenders have the necessary skills, attributes, behaviours, and motivation to provide exceptional service in meeting the home lending needs of our customers.
The Manager Customer Service Lending will be responsible for cultivating a successful Sales and Service performance culture. They will provide factual advice on lending products, services, and issues. You will manage resources to optimise business outcomes, meet agreed targets, and build positive relationships. This is a great opportunity to build a team of lenders to accommodate to the unprecedented demand of the housing market.
More specifically, the role will require you to:
* Lead, motivate and develop a team of lenders to provide exceptional customer experiences and deliver against lending plans
* Monitor and provide feedback on team and individual performance, in addition to identifying, developing, and implementing strategies to drive performance improvement
* Ensure technical lending skills and knowledge are of high standard
* Manage sales, service, operational, and risk management processes performed by the team
* Oversee the sales pipeline to ensure the meeting of targets and efficient processing of leads
* Actively engage in business development activities, building quality external leads and promoting the Bank through community contributions
* Coach lenders on the effective actioning of leads and strategies to optimise lending outcomes
* Utilise your industry expertise and market knowledge to identify key growth opportunities for your team
* Resolve customer inquiries and/or complaints in a prompt, professional, and caring manner
* Ensure lending meets the appropriate credit standards through regular audit and review
About You:
We are looking for people with the below skills and experience:
* Demonstrated experience in the home lending environment
* Demonstrated leadership, coaching, and people management skills, preferably in sales and/or lending environment
* Proven success in achieving business sales & service results
* Experience and commitment to driving excellent outcomes in the lending environment
* Advanced knowledge of CBA home loan processes and systems
* Exceptional planning and time management skills
* Detailed technical understanding of lending products, processes & systems
Your Development :
If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Advertising End Date: 19/06/2025
About the company
The Commonwealth Bank of Australia, or CommBank, is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.
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