Retention Officer

Qudos Bank; Sydney; Hybrid; AUD 65,000 - 86,000; Full time

Benefits offered by this job

14% super

Free counselling

Free flu vaccinations

Discounted gym memberships

Study assistance

Paid parental leave

Volunteer leave

Bereavement leave

Gender affirmation leave

Bonus annual leave

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

Customer relationships

Negotiation

Mortgage knowledge

Lending regulations

Contact centre

Attention to detail

Job description

The Retention Officer is responsible for understanding a range of loan products, such as mortgages and personal loans, to recommend tailored solutions that meet borrower needs. The role involves meeting outbound call and retention targets, with accountability for key performance metrics.

The primary objective is to enhance the customer experience, boost borrower loyalty, and support the organisation’s retention and growth goals through proactive, personalised engagement. All interactions must comply with lending regulations and company policies.

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Proactively identify and engage borrowersto 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.

What you will bring

• Strong customer relationship and communication skills, with a focus on empathy and trust.
• Proven ability to negotiate retention solutions and resolve customer concerns effectively.
• 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.

Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.