Retention & Loyalty Specialist – Home Loans
Qudos Bank
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Benefits offered by this job
Job summary
Bank Australia is seeking a Retention Officer to understand borrower needs, offer tailored solutions, and drive outbound calls to meet retention targets. The role emphasizes building trust through active listening and personalised support while ensuring compliance with lending regulations and bank policies.
You will collaborate with Retail and Lending teams to strengthen borrower loyalty and contribute to the bank's retention goals.
Qualifications
- Experience in home loan retention and contact centre environments.
- Solid understanding of mortgage products and lending regulations.
- Ability to meet retention targets and KPIs.
- Strong communication and empathy.
Responsibilities
- Proactively identify and engage borrowers to understand concerns and offer personalised solutions.
- Build trust and 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
Job description
Bank Australia is seeking a Retention Officer to understand borrower needs, offer tailored solutions, and drive outbound calls to meet retention targets. The role emphasizes building trust through active listening and personalised support while ensuring compliance with lending regulations and bank policies.
You will collaborate with Retail and Lending teams to strengthen borrower loyalty and contribute to the bank's retention goals.
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