Customer Success Coordinator, Home-in

cba; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Staff benefits

Flexible startup environment

Growth opportunities

Job summary

Home-in, part of x15ventures and Commonwealth Bank, is seeking a Customer Success Coordinator to guide customers through their home‑buying journey from search to settlement.

You will manage multiple work streams, liaise with lawyers and lenders, handle the support inbox with empathy, and ensure tasks are completed accurately within agreed timeframes in a fast-growing startup.

Qualifications

• Experience in customer service, administration and/or operational support.
• A commitment to providing exceptional customer service.
• Proven experience working in a task-driven, deadline-driven environment, managing multiple competing priorities.
• Prioritisation and planning skills to manage work volume appropriately.
• Excellent attention to detail and ability to navigate complex processes and information.
• Exceptional team player and desire to join a winning team!

Responsibilities

• Manage multiple work streams including processing of all necessary tasks across the property purchase journey including contract review, exchange and settlement.
• Liaise with our lawyer partners and lenders as required to ensure our platform is a comprehensive one-stop shop for customers.
• Manage our support inbox - You will respond to a multitude of customer queries demonstrating empathy and our commitment to exceptional customer service.
• Process all tasks and support requests within agreed turnaround times.
• Ensure consistent accuracy in a high volume and deadline-driven environment.
• Stay up to date on our business rules, operating procedures, quality standards, internal policies and any other applicable laws and regulations required for us to operate.

Job description

Who are we?

We're Home-in and we are on a mission to simplify the experience of buying property.

While buying property is exciting, it can also be time-consuming, complex and stressful. There's conveyancing, building and pest inspections, making an offer, liaising with your lawyer, lender and real estate agent.... and that's just the beginning! What if all of this could happen in one place and you could be guided through the required steps to purchase your home using an intuitive, easy-to-follow checklist?

Enter Home-in. We provide you with a central hub featuring everything you need to buy a property so that you can purchase with confidence. We are the first of our kind and we are proudly transforming the property purchase experience across Australia.

What's more, Home-in is proudly part of x15ventures!

Home-in is a business operating within CBA's x15ventures. x15ventures is a venture-scaler powered by CommBank. That means we build, buy, and invest in start-ups that could benefit the bank's 15 million customers and beyond.

If you want to be a part of a fast-growing customer-driven start-up, we want to hear from you!

Where do you fit in?

We are seeking a Customer Success Coordinator to join Home-in to support our customers through their home-buying journey. The Operations and Customer Success Teams are pivotal to our business as we are responsible for ensuring the success of each and every one of our customers' property journeys- from search to settlement.

Key responsibilities

• Manage multiple work streams including processing of all necessary tasks across the property purchase journey including contract review, exchange and settlement.
• Liaise with our lawyer partners and lenders as required to ensure our platform is a comprehensive one-stop shop for customers.
• Manage our support inbox - You will respond to a multitude of customer queries demonstrating empathy and our commitment to exceptional customer service.
• Process all tasks and support requests within agreed turnaround times.
• Ensure consistent accuracy in a high volume and deadline-driven environment.
• Stay up to date on our business rules, operating procedures, quality standards, internal policies and any other applicable laws and regulations required for us to operate.

Experience

• Experience in customer service, administration and/or operational support
• A commitment to providing exceptional customer service
• Proven experience working in a task-driven, deadline-driven environment, managing multiple competing priorities.
• Prioritisation and planning skills to manage work volume appropriately
• Excellent attention to detail and ability to navigate complex processes and information
• Exceptional team player and desire to join a winning team!

Please note: In order to provide support to our customers in WA, this role may require you to work outside Sydney business hours from time to time. The hours of coverage would be 10AM - 6PM where required.

Why Join Us?

• Enjoy a flexible and dynamic start-up environment
• We nurture a safe space for our people to show up as they are!
• Competitive salary and staff benefits
• Opportunities for professional growth and development
• Access to the best in class benefits that CommBank offers

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