Home Lending Retention Specialist

Bendigo Bank; Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Employee assistance program (EAP)

Job summary

Bendigo Bank is hiring a Home Lending Retention Specialist to nurture and grow customer relationships, with a focus on keeping clients by offering tailored lending options. You will conduct holistic conversations and collaborate with multiple teams to ensure customers stay engaged and supported.

The role emphasizes lending product knowledge, strong service skills, and the ability to work in a hybrid environment with flexible office attendance.

Qualifications

• Proven experience in personal or home lending, including loan servicing and health checks.
• Extensive customer service experience with strong relationship-building skills.
• Ability to work effectively within a virtual team environment.
• Understanding of lending products, policies and regulations is important.

Responsibilities

• Improve bank growth by retaining customers across Retail and Third-Party Banking channels.
• Deepen relationships through holistic conversations and identify customer solutions.
• Collaborate with Retail, Third Party and internal teams to achieve exceptional customer outcomes.

Skills

Lending experience

Customer service

Relationship building

Virtual teamwork

Lending products knowledge

Tools

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 thisisn’tsomething 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,injuryor disability to equitablyparticipatein the selection process.

Belong to a wonderful team of people. Know how we knowthey’regreat to work with? They told us! Great benefits, work lifebalanceand flexibility

• Bendigo Bank supports ongoing development, with the potential for aportionof 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 withTELUS Healthas 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 toassistwith anything life throws at you.

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 youdon’ttick everyboxwe still want to see your application!

Wearecommittedtorespondingtoallcandidates,regardless of the outcome of your application.