Customer Service Representative (Outbound)

Finsure; Melbourne; On-site; AUD 55,000 - 70,000; Full time

Job summary

Finsure is seeking motivated Customer Service Representatives to join their outbound call centre team in Melbourne. In this role, you will make calls to customers who have shown interest in home loans, helping guide them through their journey.

The ideal candidate should have at least 2 years of relevant experience, be customer-focused, and thrive in a dynamic environment. Finsure offers a hybrid work model and values work-life balance.

Qualifications

• At least 2 years’ experience in customer service, sales, or outbound calling.
• Full Australian working rights and currently residing in Australia.

Responsibilities

• Make outbound calls to customers regarding home loans.
• Build rapport quickly and deliver exceptional customer experiences.
• Meet daily and weekly KPIs and conversion targets.

Skills

Strong communication and interpersonal skills

Confidence speaking on the phone

Organisational skills

Customer focus

Resilience

Education

Experience in a call centre or customer service role

Job description

Established in 2011, Finsure is one of Australia’s largest and fastest-growing mortgage aggregation groups. We act as an intermediary between lenders and independent mortgage brokers, providing a comprehensive platform that helps brokers grow and manage their businesses successfully.

Through cutting-edge technology, data analytics, and innovative solutions, we empower our brokers to succeed in a competitive market. Our dynamic work culture celebrates innovation, embraces challenges, and focuses on delivering meaningful outcomes for our brokers and their clients. That’s where you come in.

About the Role

We are looking for motivated and confident Customer Service Representatives to join our growing outbound call centre team in Melbourne. Reporting to the Head of Business Innovation, you will be responsible for making outbound calls to customers who have enquired about home loans. Your role will involve connecting with customers, understanding their needs, and assisting them with the next steps in their home loan journey. This is not cold calling — you’ll be speaking with warm leads who have already expressed interest in home loan support.

The ideal candidate is energetic, customer focused, resilient, and thrives in a fast-paced environment. If you enjoy speaking with people, achieving goals, and being recognised for your performance, this role could be a great fit for you. This opportunity is best suited to someone with at least 2 years’ experience in a similar customer service, sales, or outbound calling role. At Finsure, we value work life balance and offer a hybrid work model.

What You’ll Be Doing

• Make outbound calls to customers who have enquired about home loans
• Build rapport quickly and deliver exceptional customer experiences
• Identify customer needs and qualify opportunities
• Follow proven call scripts and sales processes
• Handle objections confidently and professionally
• Meet daily and weekly KPIs and conversion targets
• Maintain accurate customer records and update internal systems
• Collaborate with team members and participate in ongoing coaching sessions
• Provide administrative support where required

What We’re Looking For

• Previous experience in a call centre, customer service, sales, or outbound calling role
• Strong communication and interpersonal skills
• Confidence speaking on the phone and building rapport quickly
• A positive, resilient, and goal-oriented attitude
• Ability to work in a fast paced, target driven environment
• Strong organisational skills and attention to detail
• Self-motivated with a strong customer focus
• Ability to adapt quickly and learn new processes
• Full Australian working rights and currently residing in Australia