Customer Service Consultant | Morphettville

Bupa Australia; Brisbane; On-site; AUD 60,000 - 75,000; Full time

Job summary

Bupa Australia is seeking a proactive, customer-focused telephone-based consultant to convert broker applications, inquiries and approvals into funded deals. You will build relationships with brokers and customers, explain products clearly and resolve blockers to keep opportunities moving from initial contact through to funding.

You will handle inbound/outbound calls, log every interaction in the CRM, coordinate with credit and operations, and call brokers to collect missing information.

Qualifications

• Experience handling lending-related outbound calls and inbound enquiries.
• Familiarity with CRM hygiene and updating next steps.
• Ability to explain products clearly and resolve blockers quickly.

Responsibilities

• Handle inbound broker and customer calls and emails with clear answers and actionable next steps.
• Coordinate with credit and operations to move applications toward funding.
• Log every call and outcome in the CRM promptly.
• Call brokers the day of approval to collect missing documents.
• Follow credit policy and privacy obligations in all interactions.
• Support funding assessments by structuring scenarios and guiding brokers.
• Identify upsell and cross-sell opportunities where appropriate.
• Convert new leads from referrers, partners and marketing within an hour.

Skills

Outbound calls

Inbound calls

CRM records

Customer service

Sales instincts

Communication

Organisational skills

Closing skills

Australian working rights

Tools

BiiGGA CRM

DriiVe

Job description

Job Description

Our client is looking for a proactive, customer-focused telephone based consultant to turn broker applications, customer enquiries and conditional approvals into completed applications and funded deals. This is a hands‑on customer service opportunity with real ownership. You’ll build relationships with brokers and customers, explain products clearly, resolve blockers and keep opportunities moving from the first conversation through to funding.

• Deliver responsive service: Handle inbound broker and customer calls and emails, including Customer Service and Overflow calls, with clear answers and practical next steps.
• Keep applications moving through to funding: Coordinate with credit and operations across approval, contracts and funding.
• Maintain accurate records: Log every call, outcome and next step promptly in the BiiGGA CRM and DriiVe.
• Convert conditional approvals into applications: Call brokers the same day an approval is issued, collect missing information and documents, and resolve anything holding the application back.
• Uphold professional standards: Follow credit policy, responsible lending standards, privacy obligations and the company values in every interaction.
• Support funding assessment: Assess allocated scenarios against policy, structure them correctly and work with Scenario Analysts and the BDM team to give brokers clear guidance. Training will be provided.
• Drive customer top-ups: Contact eligible customers, present offers and follow up to help them complete their applications. Training will be provided.
• Identify suitable opportunities: Confidently discuss alternative products, larger amounts or longer terms where appropriate and within policy.
• Convert new leads: Contact leads from referrers, partners and marketing within the hour, qualify customer needs and explain the company’s MCA and BTA products in plain language. Product training will be provided.

What you’ll bring

• Confidence making range of lending-related outbound calls, alongside receiving inbound calls and warm or cold conversations.
• Warm, clear communication and a reliable approach to customer service.
• Resilience, energy and the discipline to work through a contact list and follow up consistently.
• Strong organisation, accurate CRM habits and clear scheduling of next steps.
• A strong work ethic, a competitive streak and the ability to learn products and processes quickly.
• Strong sales instincts: you can ask for the application, handle objections and close without pressure.
• A natural ability to identify appropriate upselling and cross‑selling opportunities.
• Applicants must have full Australian working rights, Aus PR or Citizens ONLY.

Commercial lending, broker support or contact centre experience is an advantage. We’re recruiting for attitude, energy and phone skills, and will invest in your development.