Customer Service Specialist (Home Loans)
Core
Support customers throughout their home loan journey by managing complex enquiries across phone, chat, and email channels, investigating issues, and coordinating with internal teams to ensure resolution.
Role type
Senior Customer Service Specialist (Home Lending)
Builds
Customer outcomes and resolution for home loan applicants and borrowers
Domain
Financial Services / Home Lending
Deliverable
client delivery
Required skills
Complex enquiry management, multi-channel communication (phone/chat/email), problem-solving, policy and process knowledge, complaint handling, system navigation, critical thinking
Preferred skills
Banking or financial services experience, subject matter expertise in home lending, resilience under pressure
Responsibilities
Manage customer enquiries across phone, chat, and email; Support customers with application-related enquiries and documentation; Handle complaints and escalations; Coordinate with internal teams to resolve issues; Provide accurate information on products and policies; Navigate multiple systems simultaneously
Seniority
Experienced, hands-on IC