Customer Retention Specialist

About the role

We are seeking an experienced  Retention specialist  to manage customer requests and assist us manage our reactive retention activities. This is a permanent, full-time position.

This role is ideal for a person who wants to be part of an organisation committed to building a culture based on respect, accountability, professionalism and integrity. 

You will be responsible for:

• Interact with customers and brokers via email and phone in order to resolve their retention related enquiries
• Ensure that retention enquiries are contacted within set SLAs and are resolved on first contact where possible
• Understand the competitive landscape as well as how to perform a loan comparison in order to retain customers but also maintain profit margins
• To follow processes and use tools designed to offer customers more than just rate reductions to retain business
• Be proactive with suggested improvements on customer outcomes and processes
• Ensure customer data and interactions are maintained accurately

If the following sounds like you, you’ll be a great fit:

• Excellent working knowledge of best in class sales and retention practices
• Knowledge of mortgage lending processes and credit policy (desirable)
• 2 years + working in a mortgage sales environment
• Specific retention experience in mortgages will be highly regarded
• Passion for creating superior customer experiences with excellent sales skills
• High levels of integrity, credibility and maturity

Resimac is committed to building a diverse and inclusive business and encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTI people, mature workers, people living with a disability and people from different cultural backgrounds.