Home Loan Service Specialist - Full Time

We have a fantastic opportunity for motivated, enthusiastic and driven customer service experts to join our Direct Lending team located in Melbourne CBD.

Do work that matters

As a Customer Service Representative in Home Loan Service you will build and maintain positive relationships with customers by resolving and identifying their potential needs through conversation.

Our Team

Direct Lending is part of the Direct Channels business within Retail Banking Services (RBS), along with Direct Banking and Financial Assist Solutions. The Direct Lending business brings together all Home Loan and Personal Loan activities across Direct Channels.

The Role

Your responsibilities will include but are not limited to:

  • You will interact with customers by phone to develop exceptional customer relationships through demonstrating a personal interest, creating self-service opportunities and facilitate customer request.
  • You will work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.
  • You will create a strong pipeline of clients to work with and assist in their financial needs
  • You identify and refer customers with complex financial needs to specialists within the Bank.
  • You will be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner. Organise, action and follow up on own daily work and delegated tasks

Your Capability

To be successful in this role you should be a self-motivated individual who is passionate about providing outstanding customer service as well as:

  • You show initiative and enjoy problem solving.
  • You have the demonstrated ability to work in a busy, competitive and target-driven environment.
  • Able to perform well in an ambiguous environment
  • You collaborate well & understand shared success
  • Passionate about customer satisfaction
  • Ability to work in a fast paced & highly regulated environment

Hours of Work:

This is a Permanent Full Time, set shift position.

Multiple schedules available ranging from:

  • Monday to Friday day shifts
  • Monday to Friday night shifts
  • Tuesday to Saturday day shifts
  • Wednesday to Sunday night shifts

The role will commence Monday 11th May, where you will be required to be available for 4 weeks of full time training - Monday to Friday 9am to 5pm.

If you have a CAN do attitude and the desire to help the bank deliver on our purpose of “improving the financial wellbeing of our Customers and Communities” apply now!

We have a fantastic opportunity for motivated, enthusiastic and driven customer service experts to join our Direct Lending team located in Melbourne CBD.


Whether you’re passionate about customer service, driven by data, or called by creativity, a career here is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. One where we’re driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.

Here, you’ll thrive. You’ll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.

We’re determined to make a real difference for Australia’s first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.