Retention Specialist

Simply Finance; City of Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid WFO/WFH

Competitive salary

Performance bonus

Team socials

Job summary

Simply Finance is seeking a Retention Specialist in Melbourne to own and optimise the post-settlement customer journey. You will turn satisfied borrowers into lifelong advocates who refinance, upsize and refer friends, working closely with brokers, marketing and product teams to deliver timely value.

In this role you’ll nurture customers across phone, SMS, email and WhatsApp, track churn and NPS, and contribute to cross-functional improvements.

Qualifications

• 2+ years in a customer success, account management or retention role.
• Strong phone presence and the confidence to have value-based conversations.
• Data-driven mindset: comfortable digging into CRM dashboards, segmenting audiences and A/B testing messaging via multiple channels.
• Exceptional written and verbal communication skills.
• Organised self-starter who thrives in a fast-growth environment with lots of ownership.

Responsibilities

• Nurture and retain customers across multi-channel touchpoints from 30 days post-settlement through the loan lifecycle.
• Identify refinance triggers: monitor rate expiry dates, equity positions and market moves.
• Collaborate with our vehicle-sourcing arm to procure new vehicles and arrange disposal of outgoing vehicles.
• Drive 5-star reviews and referrals by resolving issues quickly and exceeding expectations.
• Analyze retention KPIs and test new campaigns using data to improve outcomes.
• Feed customer insights into product improvements, lender negotiations and marketing assets.

Skills

Phone presence

Data-driven

Strong communication

Organised

CRM dashboards

Tools

CRM dashboards

Job description

Retention Specialist – Simply Finance Pty Ltd
Melbourne | Hybrid work option | Full-time

About Simply Finance

Simply Finance is one of Australia’s fastest-growing asset-finance brokerages, helping thousands of individuals and businesses secure the right funding for cars, equipment and everything in between. We combine smart tech, deep lender relationships and old-fashioned service to deliver a friction-free experience that keeps customers coming back. As we scale, we’re investing heavily in client success, and that’s where you come in.

The Opportunity

We’re looking for a passionate Retention Specialist to own and optimise the post-settlement customer journey. Your mission: turn satisfied borrowers into lifelong advocates who refinance, upsize and refer their friends. You’ll sit at the heart of our growth engine, working closely with brokers, marketing and product teams to deliver timely value and proactive outreach.

What you’ll do

• Nurture & retain: Design multi-channel touchpoints (phone, SMS, email, WhatsApp) that keep customers engaged from 30 days post-settlement through the full loan lifecycle.
• Identify refinance triggers: Monitor rate expiry dates, equity positions and market moves; surface opportunities for early renewal or top-up lending.
• Work with our sister business on vehicles: Collaborate closely with our affiliated vehicle-sourcing arm to procure new vehicles and arrange disposal of customers’ outgoing vehicles, ensuring a seamless end-to-end experience.
• Champion customer advocacy: Drive 5-star reviews and referrals by resolving issues fast and exceeding expectations.
• Analyse & iterate: Track retention KPIs (churn, NPS, repeat-loan rate) and work with the data to test new campaigns.
• Collaborate cross-functionally: Feed customer insights into product improvements, lender negotiations and marketing assets.

What you’ll bring

• 2+ years in a customer success, account management or retention role.
• Strong phone presence and the confidence to have value-based conversations.
• Data-driven mindset: comfortable digging into CRM dashboards, segmenting audiences and A/B testing messaging via multiple channels.
• Exceptional written and verbal communication skills.
• Organised self-starter who thrives in a fast-growth environment with lots of ownership.

Why Simply Finance?

• Impact: Your work directly drives revenue and shapes the customer experience for a rapidly expanding brokerage.
• Growth path: Clear progression into senior retention, CX strategy or team-lead roles as we build out our client-success division.
• Flexibility: For the right applicant, we will be able to provide a hybrid WFO/WFH environment.
• Perks: Competitive salary + performance bonus and regular team socials.

Join us in redefining what outstanding customer care looks like in finance and apply today!