Home Lending Retention Specialist

Bendigo Bank; Adelaide; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Education fee reimbursement

TELUS Health EAP

Great benefits, work-life balance and灵

Job summary

Bendigo Bank in Australia is seeking a Home Lending Retention Specialist to nurture and grow customer relationships, driving loyalty and ensuring customers stay with Bendigo Bank. The role requires solid lending product knowledge and strong customer service experience.

You will conduct holistic conversations, tailor offerings to customers’ circumstances, and collaborate with Retail, Third Party and internal teams to support customers’ financial wellbeing.

Qualifications

• Proven experience in personal or home lending, including loan servicing, health checks, and a solid understanding of lending policies and regulations.
• Extensive customer service experience with strong relationship-building skills to achieve positive financial outcomes.
• Ability to adapt and collaborate effectively within a virtual team environment.

Responsibilities

• Improve the bank's growth through retention of customers across Retail and Third-Party Banking channels.
• Deepen relationships through holistic conversations and identify solutions relevant to the customer’s needs.
• Collaborate with Retail, Third Party and internal teams to build strong working relationships and achieve exceptional customer outcomes.

Skills

Lending products knowledge

Customer relationship building

Adaptability in virtual teams

LINX

3270

C360

Valex

Job description

It starts here. With Bendigo Bank… and you.

We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

As a Home Lending Retention Specialist, you will play a crucial role in nurturing and growing customer relationships to improve customer loyalty. Responsible for facilitating holistic conversations with customers to deepen and retain the relationship, you will play a key role in ensuring customers choose to stay with Bendigo Bank.

This role requires a solid understanding of banking products, to provide customers an offering that is tailored and relevant to their circumstances and helps to build their financial wellbeing.

In this role, you’ll make your mark by:

• Improving the bank's growth through the retention of our customers across Retail and Third-Party Banking channels.
• Deepening relationships through holistic conversations, identifying solutions relevant to the customer’s needs.
• Collaborating with Retail, Third Party and internal teams to build strong working relationships to achieve exceptional outcomes for customers.

What you’ll bring to the role

To succeed in this role, we would love you to have:

• Proven experience in personal or home lending (personal banker level and above preferred), including loan servicing, conducting health checks, and a solid understanding of lending products, policies, and regulations.
• Extensive customer service experience paired with strong relationship building skills to achieve positive financial outcomes.
• Proven ability to embrace change and work effectively within a virtual team environment.
• An understanding of LINX, 3270, C360 and Valex, is highly desirable.

This is a Permanent, Full-time position where we offer flexible work options that put our people first, working in a hybrid model with a minimum local Head Office attendance requirement determined by your Leader, to find a rhythm that works best for you and your team. We believe that coming into the office some of the time is the best way to learn, stay connected and collaborate effectively, especially for key activities like team days, 1:1s, and town halls.

So, why work for us?

With over 2.9 million customers, we are one of Australia’s largest retail banks with a vision our purpose – ‘to feed into the prosperity of our customers and communities, not off it’. In fact, over $366 million have been put back into communities nationwide. We developed Up, Australia's first fully digital bank, which has grown to over one million customers in just six years. We are regularly voted one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they’re great to work with? They told us! Great benefits, work life balance and flexibility

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that!
• We know the last few years have been rough, so we have partnered with TELUS Health as our EAP provider that is so much more than just one‑on‑one counselling. At the touch of a button, you will have access to self‑help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

We are committed to responding to all candidates, regardless of the outcome of your application.