Lead, First-Party Lending & Member Growth

Community First Bank; Sydney; Sur place; AUD 180 000 - 280 000; Plein temps

Résumé du poste

Community First Bank in Australia seeks a Head of First Party Lending to lead Mobile Lending, Contact Centre Lending and Retention, delivering responsible, sustainable lending growth and excellent member outcomes.

Reporting to the Chief Customer Officer, the role collaborates with Sales Enablement, Product, Credit Risk, Operations, Compliance, Digital and Finance to streamline lending paths while upholding the member-owned banking commitments and service standards across channels.

Qualifications

• Senior leadership experience in retail banking, mortgage lending, consumer lending or financial services distribution.
• Experience leading mobile lending, contact centre lending, retention or comparable direct lending teams to deliver growth, service, quality and compliance outcomes.
• Strong knowledge of responsible lending, credit policy, lending operations, retention management and first line risk management.
• Ability to influence stakeholders and work collaboratively across customer, product, risk, operations, technology and frontline teams.
• Relevant tertiary qualification or equivalent industry experience.
• Experience in a mutual bank, credit union, building society or customer-owned banking environment.
• Experience with mobile lending models, contact centre lending operations, member retention programs or lending transformation.
• Relevant finance, mortgage broking, leadership or risk qualifications.

Responsabilités

• Lead the first party lending strategy and operating plan across Mobile Lending, Contact Centre Lending and Retention, aligned to Community First’s customer strategy.
• Deliver quality lending growth through mobile lender activity, contact centre lending enquiries, member retention, refinancing, top-ups and direct member-initiated opportunities.
• Set clear performance, service and member experience standards for each department, while ensuring a consistent lending experience across direct channels.
• Build, coach and lead department leaders and lending teams to perform with passion, teamwork, initiative, trust and a focus on success.
• Ensure all lending and retention activity meets responsible lending obligations, credit policy, privacy, AML/CTF, hardship, complaints and customer-owned banking commitments.
• Lead Mobile Lending to deepen community and member relationships, support quality home lending conversations and maintained pipeline discipline.
• Lead Contact Centre Lending to provide responsive, compliant and needs-based lending support for inquiries.
• Lead Retention to proactively support members and strengthen relationships.
• Partner with Credit Risk and Operations to improve approval quality, turnaround times, handoffs, settlement outcomes and retention processes.
• Use data and insights to manage pipeline health, conversion, retention, productivity, service levels, member satisfaction, portfolio quality and conduct risk.

Connaissances

Senior leadership

Retail banking

Mortgage lending

Consumer lending

Financial services

Formation

Tertiary qualification

Description du poste

Community First Bank in Australia seeks a Head of First Party Lending to lead Mobile Lending, Contact Centre Lending and Retention, delivering responsible, sustainable lending growth and excellent member outcomes.

Reporting to the Chief Customer Officer, the role collaborates with Sales Enablement, Product, Credit Risk, Operations, Compliance, Digital and Finance to streamline lending paths while upholding the member-owned banking commitments and service standards across channels.