Mortgage Retention Specialist - Flexible Banking Role

Bank Australia Limited; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

14% super

Free counselling 24/7

Free flu vaccinations

Discounted gym memberships

Study assistance

Paid parental leave

Bonus annual leave

Job summary

Bank Australia Limited is seeking a Retention Officer in Sydney to engage borrowers, understand their needs and tailor retention solutions while meeting performance targets. You will build trusted relationships, deliver excellent service, and ensure compliance with lending regulations and internal policies.

This role emphasizes proactive outreach, collaboration with Retail and Lending teams, and a commitment to Bank Australia’s purpose and values, including the B Corp ethos.

Qualifications

• Strong customer relationship and communication skills, with empathy and trust.
• Proven ability to negotiate retention solutions and resolve customer concerns.
• Solid understanding of mortgage products, lending regulations, and financial concepts like rates and LVR.
• Experience in home loan retention and contact centre environments.
• Proactive, detail-oriented, and adaptable approach to customer engagement.
• Ability to manage multiple cases efficiently and meet retention performance metrics.
• Collaborative mindset with internal teams and external stakeholders (members, brokers).
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

Responsibilities

• Proactively identify and engage borrowers to understand their concerns and offer personalised solutions.
• Build trust and strong relationships through active listening and tailored support.
• Serve as a reliable point of contact, delivering exceptional customer service.
• Meet outbound call and borrower retention targets, with accountability for performance metrics.
• Ensure all borrower interactions comply with lending regulations and company policies.
• Collaborate with Retail and Lending teams to support and enhance retention initiatives.

Skills

Customer relationship

Empathy

Negotiation

Mortgage knowledge

Lending regulations

Retention experience

Attention to detail

Team collaboration

B Corp ethos

Job description

Bank Australia Limited is seeking a Retention Officer in Sydney to engage borrowers, understand their needs and tailor retention solutions while meeting performance targets. You will build trusted relationships, deliver excellent service, and ensure compliance with lending regulations and internal policies.

This role emphasizes proactive outreach, collaboration with Retail and Lending teams, and a commitment to Bank Australia’s purpose and values, including the B Corp ethos.