Customer Service Specialist (Home Loans)

Tiimely Pty Ltd; Adelaide; On-site; AUD 55,000 - 75,000; Full time

Job summary

Tiimely is seeking an experienced Customer Service Specialist to join our Customer Hub in Adelaide. You will guide customers through their home loan journey, handle enquiries across phone, chat and email, and own issues from first contact to resolution.

This role emphasizes practical problem solving, empathy and clear communication, with no scripted responses. You will collaborate with internal teams and contribute to continually improving the service experience for customers navigating home

Qualifications

• Experience in customer service, customer support or customer experience roles.
• Strong communication and rapport-building skills.
• Ability to handle complex enquiries and difficult conversations.
• Genuine passion for helping customers and achieving positive outcomes.
• Strong problem-solving and critical thinking when assessing needs.

Responsibilities

• Manage enquiries across phone, chat and email.
• Support customers with home loan related enquiries and documentation.
• Understand customer circumstances and guide them through the journey.
• Own customer enquiries from initial contact to resolution.
• Collaborate with internal teams to resolve issues and deliver positive outcomes.
• Handle complaints and escalations with empathy and professionalism.
• Provide accurate information about products, processes and policy requirements.
• Navigate multiple systems with accuracy and attention to detail.
• Contribute ideas to improve experiences, processes and service delivery.

Skills

Multichannel support

Customer empathy

Problem solving

Clear communication

Relationship building

Adaptability

Job description

Help Customers Navigate One of Life's Biggest Financial Decisions

At Tiimely, we're passionate about making home lending simpler, faster and more customer-focused. We're looking for an experienced Customer Service Specialist to join our Customer Hub team. This is an opportunity to play a critical role in supporting customers throughout their home loan journey, delivering outstanding service, solving problems and ensuring every customer feels supported from their first enquiry through to resolution.

This isn't a scripted contact centre role. You'll manage a variety of customer needs, investigate complex enquiries, coordinate with multiple teams and take ownership of customer outcomes across phone, chat and email channels.

If you thrive on helping people, solving problems and delivering exceptional customer experiences, we'd love to hear from you.

What You'll Be Doing

• Managing customer enquiries across phone, chat and email channels.
• Supporting customers with application-related enquiries, documentation requirements and general home loan enquiries.
• Understanding customer circumstances and providing guidance through their journey.
• Taking ownership of customer enquiries from initial contact through to resolution.
• Working closely with internal teams to resolve issues and deliver positive customer outcomes.
• Handling complaints and escalations with empathy, professionalism and sound judgement.
• Providing accurate information about products, processes and policy requirements.
• Navigating multiple systems simultaneously while maintaining high levels of accuracy and attention to detail.
• Contributing ideas and insights to improve customer experiences, processes and service delivery.

What We’re Looking For

• Experience in a contact centre, customer service, customer support or customer experience role.
• Strong communication skills and the ability to build rapport with a wide range of customers.
• Experience managing complex customer enquiries and difficult conversations.
• A genuine passion for helping customers and advocating for positive outcomes.
• Strong problem-solving skills and the ability to think critically when assessing customer needs.
• The ability to learn and apply detailed product, process and policy knowledge.
• Confidence using multiple systems and tools in a fast-paced environment.
• Resilience, adaptability and a positive approach to change.
• Experience within banking, financial services or lending will be highly regarded, but is not essential.

You will Thrive in This Role If You

• Take ownership rather than passing problems on.
• Enjoy solving complex customer issues.
• Stay calm and composed under pressure.
• Balance empathy with sound decision making.
• Build trust quickly with customers.
• Enjoy learning and becoming a subject matter expert.
• Are motivated by delivering great customer experiences rather than simply processing transactions.

Why Join Us?

At Tiimely, you will be part of a collaborative team that values customer outcomes, continuous improvement and professional development. This role provides the opportunity to develop deep expertise in home lending, customer experience and financial services while working in a supportive and growth-focused environment. You'll also gain exposure to innovative technology, digital platforms and AI-enabled tools that support customer interactions, operational efficiency and service delivery, building valuable skills in the evolving future of financial services.

As your knowledge and capability grow, you'll have opportunities to explore a variety of career pathways across Tiimely, including Customer Hub, Operations and other areas of the business such as Product, Technology, Data and Enterprise Solutions. We believe in developing genuine subject matter expertise and creating long-term career opportunities for our people.

What We Offer

Supportive and collaborative team environment. Ongoing training and development. Exposure to a broad range of home lending products and customer scenarios. Career development opportunities across the business.

The opportunity to make a genuine difference in customers’ lives.

This role is based in Adelaide. We're looking for candidates who are based in, or open to working from, Adelaide, with full working rights in Australia.

We're committed to creating an inclusive recruitment experience. If you require any adjustments or support throughout the hiring process, please get in touch with Magdalena Szal at