Customer Service Associate

Banking & Finance; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Superannuation

Performance incentives

Supportive team culture

Job summary

Banking & Finance is seeking a dedicated customer servicing professional to support existing customers and broker partners after settlement. You will handle servicing queries, balance checks, and discharge confirmations, in a role reporting to the Head of Operations.

You’ll engage with older Australians and families, bringing patience and empathy, while following structured processes. A background in financial services and a desire for long-term career growth are advantageous.

Qualifications

• Strong customer service background and empathetic communication.
• Comfortable handling sensitive conversations with older customers.
• Sharp eye for detail and ability to follow processes.
• Experience in financial services or lending servicing preferred.
• Eligible to work in Australia.

Responsibilities

• Conduct annual review calls with existing customers.
• Respond to account balance and Line of Credit verification enquiries.
• Conduct broker pre-settlement calls and confirm discharge outcomes with customers.
• Manage deceased customer loan closures with care and sensitivity.
• Receive and log complaints, escalating to compliance in line with process.
• Manage the general information inbox and process incoming and outgoing mail.

Skills

Customer service

Phone etiquette

Attention to detail

Compliance awareness

Financial services experience

Job description

• Support customers and broker partners after settlement
• Join a growing specialist lender specialising in lending solutions for retirees

About the Organisation

Our client is a well-established, growing non-bank lender specialising in lending solutions for retirees. Known for responsible lending and high service standards, they help customers access the equity in their homes to live more comfortably in retirement. They offer the agility of a smaller lender, with a supportive team and direct access to decision-makers.

About the Opportunity

If you take pride in looking after customers and getting the details right, this role is for you. Reporting to the Head of Operations, you’ll be the go-to person for existing customers and broker partners after settlement. You’ll handle servicing and account enquiries and take in complaints. Many of the customers you support are older Australians and their families, so patience, empathy and care are central to how you work.

Key Responsibilities

• Conduct annual review calls with existing customers
• Respond to account balance and Line of Credit verification enquiries
• Conduct broker pre-settlement calls and confirm discharge outcomes with customers
• Manage deceased customer loan closures with care and sensitivity
• Receive and log complaints, escalating to compliance in line with process
• Manage the general information inbox and process incoming and outgoing mail

About You

You have a strong customer service background and a warm, patient phone manner. You’re comfortable handling sensitive conversations, including with older or vulnerable customers and their families. You have a sharp eye for detail and can follow structured processes. Experience in a financial services or lending servicing role is preferred.

What’s on Offer?

This is your chance to join a growing, well-regarded financial services business with real long-term career prospects. You’ll receive a competitive salary package, including superannuation and performance incentives, and you’ll work in a supportive, collaborative team. Whether you want to deepen your knowledge of lending and loan servicing, move into a senior or leadership role, or broaden your experience across financial services, this role gives you a strong foundation for your career.