Lending Analyst • Consumer Direct

Latitude Financial Services; Auckland; Hybrid; NZD 60,000 - 90,000; Full time

Benefits offered by this job

Extra paid leave via Take 5 initiative

Hybrid working model

Sonder wellbeing app (24/7)

Job summary

Auckland, New Zealand | Hybrid working Latitude Financial Services is seeking a Customer Specialist in the Loans team to guide customers through secured and unsecured personal loan applications, delivering clear answers and personal support from application to outcome. You will listen, assess, and explain options while ensuring accuracy and responsible lending.

You’ll build relationships, verify information, and keep customers informed through every step, contributing to a service-focused,

Qualifications

• Experience providing great customer service and a general understanding of lending processes.
• Clear communication and negotiation skills, with the ability to explain options and build positive relationships.
• Attention to detail and confidence working through information to make sound decisions.
• Resilience and a practical approach to solving problems and managing challenging conversations.
• Motivation to achieve customer and business targets, alongside a collaborative team approach.
• Familiarity with AI tools to support everyday tasks, organise information and improve efficiency within approved processes.

Responsibilities

• Understand each customer’s circumstances and identify lending solutions suited to their needs.
• Keep customers informed throughout their application, explaining next steps and answering questions.
• Assess new personal loan applications across online, over the phone or through our broker channels, meeting service timeframes.
• Verify documents and financial information, contacting relevant parties when further confirmation is needed.
• Follow credit policies, responsible lending requirements and conversation guidelines to deliver consistent, quality service.
• Work with colleagues and stakeholders to resolve issues, share knowledge and support new team members.

Skills

Customer service

Lending knowledge

Communication skills

Attention to detail

Problem solving

Team collaboration

AI tools

Tools

AI tools

Job description

Auckland, New Zealand | Hybrid working

Make the next step clearer for our customers—and open up new possibilities for your career. Applying for a loan can be a big decision. Having someone who listens, explains the process and keeps things moving can make all the difference. As a Customer Specialist in Latitude’s Loans team, you’ll guide customers through secured and unsecured personal loan applications, providing clear answers and personal support from application through to outcome. If you enjoy helping people, working with detail and finding solutions that suit individual needs, this could be your next opportunity.

Your impact

You’ll bring together customer care and careful assessment, helping customers understand their options while ensuring applications are accurate, complete and handled responsibly . From discussing debt consolidation to verifying financial information, you’ll help make the lending process easier to navigate.

• Understand each customer’s circumstances and identify lending solutions suited to their needs.
• Keep customers informed throughout their application, explaining next steps and answering questions.
• Assess new personal loan applications across online, over the phone or through our broker channels, meeting service time frames.
• Verify documents and financial information, contacting relevant parties when further confirmation is needed.
• Follow credit policies, responsible lending requirements and conversation guidelines to deliver consistent, quality service.
• Work with colleagues and stakeholders to resolve issues, share knowledge and support new team members.

What you’ll bring

You’re someone who listens carefully, asks thoughtful questions and takes ownership of getting things right. You can balance a supportive customer conversation with the accuracy and judgement lending requires.

We’re looking for:

• Experience providing great customer service and a general understanding of lending processes.
• Clear communication and negotiation skills, with the ability to explain options and build positive relationships.
• Attention to detail and confidence working through information to make sound decisions.
• Resilience and a practical approach to solving problems and managing challenging conversations.
• Motivation to achieve customer and business targets, alongside a collaborative team approach.
• Familiarity with AI tools to support everyday tasks, organise information and improve efficiency within approved processes.

You’ll also bring a willingness to learn, share ideas and explore better ways of working.

More possibilities for you

You’ll build your lending knowledge through experience across secured and unsecured loans, strengthen your customer relationship skills and contribute to a team that shares knowledge and supports each other.

We believe doing great work starts with feeling supported. We make it possible… To spend more time with your loved ones—with an extra week of paid leave each year through our Take 5 initiative. To enjoy greater flexibility—with a hybrid working model that combines working from home with connection in the office. To put your wellbeing first—with Sonder, a 24/7 support app for mental and physical wellbeing. To access financial benefits—with discounts on Latitude products and services.

Our values—Take Ownership, Pursue Excellence, Win Together and Create Tomorrow—guide how we work and support each other.

Bring your customer focus and ambition.

Successful applicants will be required to complete a background check, including criminal history and bankruptcy checks, prior to commencing employment.

Why work at Latitude?

In addition to a great culture, challenging work and the chance to grow your career, Latitude also offers a comprehensive suite of employee benefits, designed to be as individual as each of our employees. From superannuation and short term incentives to flexible working policies and a comprehensive employee assistance program, there are Latitude benefits to support your working and personal life. Additionally, the 'Congratitude' recognition program exists to reinforce our spirit of teamwork and achievement, and have a little fun along the way.