Home Lending Concierge

• Drive customer loyalty, advocacy and retention through exceptional customer interactions!
• Identify opportunities for customers who are wanting to obtain finance!
• Permanent full time role based in Sydney

We're REA
With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women Where the team fits in The Financial Services purpose is to offer home finance and other financial services to those using realestate.com.au for their property search. Given the opportunity of the size of that audience, the FS vision is to integrate a consumer’s property search with finance though a world class digital seamless process. This will be achieved by building innovative consumer search and property finance application experiences that integrate the mortgage distribution channels of digital, phone and face to face. The financial services team is accountable for strategy development and execution, working with our banking and mortgage broker partners to build our capability and product offerings, leading sales management and engaging across the other lines of business in REA. We currently run two full service mortgage broking businesses in Smartline, and Mortgage Choice and our vision is to provide the highest quality brokerage business that is professional, values driven and leverages REA’s unique property advantage to provide quality advice to consumers The Home Lending Concierge is the front-line customer service interface for REA Group’s consumers who are looking for support to speak with a mortgage broker about home loans. You will be joining a team who are passionate about service and the loyalty of our customers. You will help us with a wide range of enquiries, from helping our users navigate our systems, to responding to phone, email and web chat-based enquiries What the role is all about

• Utilising your genuine passion for customer service and your strong problem-solving ability
• Resolving enquiries with our customers via phone, email and web chat in an empathetic, professional and timely manner
• Balancing customer demand and multi-tasking in a fast-paced customer contact environment
• Working as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow
• Driving customer loyalty, advocacy and retention through exceptional customer interactions
• Communicating with colleagues across all levels of the organisation, influencing to find the best customer outcome
• Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence
• Working as one team to remove roadblocks to delivering on customer needs
• Providing thoughtful and insightful feedback to improve REA products and services

Who we’re looking for

• Runs on the board: experience in a customer facing environment that is fast-paced and ever changing
• Exceptional communication skills with demonstrated ability to deliver a service that promotes customer loyalty and advocacy
• Strong customer centricity, the ability to showcase your resilience when dealing with challenging situations
• Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset
• The digital stuff, being tech-savvy comes naturally to you. We use a variety of systems, such as Zendesk and Slack (previous experience with these would give you bonus points)
• A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making
• Someone who is tech savvy, loves to work in a digital environment and is keen to learn new things
• A team player: the ability to support others while having a bit of fun!

The REA experience The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow Some of our Perks & Benefits include:

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life

Our commitment to Diversity, Equity, and Inclusion We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood! #LI-HYBRID