Customer Lending Specialist 
You are passionate about people, with a strong risk mindset
We are supporting each other through remote working
Together we can exceed our customer expectations
See yourself in our team.

There is mandatory structured training in the first 4-6 weeks (mix of office and home based)
Your career pathway is endless with the direct lending team. We have an established lending promotion framework that provides opportunity
to develop within the lending role.
Do work that matters
Building and maintaining positive relationships with our customers is our passion. As a Home Loan Specialist, you will take accountability
over every interaction, identifying your customer's needs, offering solutions and maintaining regular contact to drive positive outcomes and
experiences
Our pre-qualification team are there are assist you by transferring warm leads to you. Your customers will be pre-qualified so that you are able
to build quick rapport and provide them with the elevant information and service throughout their home buying journey.
Your Impact
is a key life milestone for your customer, so your role as a Home Lending Specialist is integral in ensuring a seamless and
Purchasing a home
stress-free experience. Whether this be their first or second home, an investment property, a refinance or maybe a construction/renovation of
their dream home -you will be there to guide your customer through the process

Your responsibilities willinclude, but are not limited to
Creating long-lasting relationships with customers and business partners by displaying professional credibility, trust and confidence in every interaction.
identifying and understanding the customer's objectives ang goals. You will do this by effective questioning techniques and refer
complex financial needs to the appropriate specialist when necessary.
Ensuring customer applications are compliant and that delegated security checks are undertaken in a diligent manner

Having a deep understanding and knowledge of product features, processes and policies to:
Lead a lending interview with confidence
Facilitate customer retention
identify the customer's financial needs and by using needs-based conversations, you will uncover further financial needs
Resolving and responding to customer's queries or complaints in a timely and effective manner.
Dealing with a
varietv of internal and external customers to deliver exceptional customer experience
Understanding the broader market and economic and industry changes impacting the customer and the Group. 
Your Capability
You will have some experience in home lending
Ability to work in a team and want to be part of a high pertorming one
You have a continuous improvement mindset, challenge the status quo and always pro-actively look for new ways to deliver ex
ceptional customer service
You are always eager to learn and upskill
You display empathy toward customers and be able to interact with a range of customers
You are organised and have great time management skills
Adapting to change is not difficult for you.
Above all, you are self-motivated and passionate about guiding your customer through their home buying journey -whether that
be their first or second home, investment property, refinancing, building or renovating


ok i need to apply for this job tomorrow, i started my journey at the group at pre-qualification and spent about 6 months there, taught me the customer base and what they are looking for and what the lenders are also looking for and won the New talent award when I was there, then I went to Home Loan Services where I have been since then, about 1 year and 5 months, where I learned a whole lot about lending, the products and how to best utilise them , (I learned our CVP (Customer value proposition) pretty well , from policy and responsible lending guidelines, to diving in the deep and contacting stake holders to improve process and correct mistakes, I have been in the weeds of HLS for a while that gave me a huge understanding of the operation, from our various teams and their abilities and what they can do for us, like Settlements and Mortgage Services, to our Digital team and our self-service offerings, to learn exactly what the customers capable of and be in control of the whole customer jhourney, to enable me to enhance and provide unparrelled experience when they have me on the phone, as per the job title, it has a specialist in it and I take that seriously, I have won multiple recognition awards whilst in this role, most notably the multiple courage awards, for not shying from difficult customer conversations, showing empathy and caring about our customers needs and supporting our customers through super stressful times because of a process or policy or most likely a gap in knowledge, and for always raising issues that are present in our digital offerings, improvements to self-service, being involved currently in an AI working squad to introduce an AI tool that can enhance the Home Loan specialist experience that will in turn enhance the customer experience with them over the phone, my customer obesstion is apparent and my passion for excellence is there (cant find a good word)-  I have been eager for this role for the last year as I have felt since that I have not been challenged enough and have been stretching side-ways for opportunities, I welcome this challenge as I have been waiting and was looking forward for it sooner (I honestly will be looking elsewhere soon but dont say anything lol) - im on top of being proactive and contacting our customers for their pricing (interest rates) requests and complaint follow-ups and other requests updates and follow-ups, im happy to take the 6 week training in office, i like to work in office but will use the wfh policy when needed to balance work/life etc - I already know all lending managers and comfortable with them, "effective questioning techniques and refer
complex financial needs to the appropriate specialist when necessary" for this point, I have worked in an "ATO" call centre on the debt line for the self-employed where i had to review and explain to customers why they ended up with a debt and im very familiar with reading financial situations from payslips to self-employed BAS (BAS is a Business Assessement statement that is lodged quartelry to show income vs expenses to essentially work out their tax liability/credit for that quarter) so I feel like I would slot right in after a bit of training, and my attention to detail is evident in the suggestions and improvements I have raised, and I do pride myself on customer retention conversations where possible in HLS to highlight our CVP and help the customer understand the financial impact if they wish to refinance and why they should stay, im up to date with the market as much as possible, i always report RBA meetings minutes the second they are released to my team currently even though i feel most staff in HLS are not that interested in keeping up with the market, it is essential to have your toe in the water, just to be across the temprature as it tells you what most customers will come with, I have been adapting to change in the last 4 years chaning many roles and joining these roles at transition points that require resilenece, as per my previous role the team was transitioning from an old interface to a new interface that a few million people use which caused many tough conversations over the phones at the time, and adapting to our move to HLS back to prequal back to HLS in a short time to support the. Maturity Mountain spike in calls, and I am eager to learn all about lending and dive deep into it and master it to support customers through out their home buying journey, holding their hand where needed and being professtional and to the point when they need it. Now if you want to ask me more questions to support writing a star cover letter for this role would be great, so you ask more questions to refine your answer, I answer those and then you provide a nice cohesive cover letter, thanks