Join a highly collaborative fast-growing team within Mortgage Choice
Part-Time Role - Sat/Sun/Mon + Additional Weekday
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?