Oct 26, 2023

Home Lending Concierge

  • REA Group
  • Sydney, NSW
Part time Customer Service Finance Real Estate

Job Description

  • Join a highly collaborative fast-growing team within Mortgage Choice

  • Part-Time Role - Sat/Sun/Mon + Additional Weekday

  • Sydney Based

We're REA

REA Group  is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are 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 be named in Australia’s “Top 5” Best Workplaces two  years in a row, as well as being recognised as a Best Workplace for Women.

What we’re doing

The Financial Services team’s 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.

What the role is all about:

The Home Lending Concierge is the front-line customer service interface for REA Group’s consumers who are looking for support or 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. If you have the drive to learn we will provide you with the training and support to thrive.

While no two days are likely to be the same, your typical activities and responsibilities will include:

  • Utilising your genuine passion for customer service and your 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

  • Ensuring customer loyalty, advocacy and retention through exceptional customer interactions

  • Communicating with colleagues across all levels of the organisation, building relationships and 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

We’re looking for someone with:

  • 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

  • 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

  • Being tech-savvy comes naturally to you. We use a variety of systems, such as Zendesk and Slack (previous experience with these would be a bonus, but is not essential)

  • A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making

  • A team player: the ability to support others while having a bit of fun!

But we don’t just hire someone based on their skills and expertise. It’s our connection, acceptance, and genuine care for each other that makes REA a great place to work. That means you also need to be an avid contributor to our inclusive culture - we celebrate different perspectives, and all play an active role in creating a sense of belonging.  

What we offer 

A flexible working environment, meaning we strike the balance of what you need and what works for the business  

  • A hybrid approach to working - https://rea.to/hybrid-working   

  • Generous and flexible parental leave offering for primary and secondary carers  

  • Summer Fridays – time back to focus on your wellness every Friday afternoon from December through to March 

  • Support for your mental and physical health and wellbeing via our ‘You Matter’ Program  

  • Because We Care program which includes volunteer leave and community grants, to ensure you can give back to your community  

  • Hack Days so you can bring your big ideas to life in a supportive learning environment  

  • An additional day of leave for your birthday  

Oh, and by the way:

At REA we value diversity and inclusion in all forms. Gender, religion, ethnicity, LBTGIQ+, neurodiversity and so much more. If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?