Retention Officer (Bayside Council)

Job Category: Banking and Financial Services Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks. The Retention Officer is responsible for understanding a range of loan products—such as mortgages and personal loans—to recommend tailored solutions that meet borrower needs. The role involves meeting outbound call and retention targets, with accountability for key performance metrics. The primary objective is to enhance the customer experience, boost borrower loyalty, and support the organisation’s retention and growth goals through proactive, personalised engagement. All interactions must comply with lending regulations and company policies. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier‑free recruitment process and supportive workplace. What you will be doing
- Proactively identify and engage borrowers at risk of churn to understand their concerns and offer personalised solutions.
- Build trust and strong relationships through active listening and tailored support.
- Serve as a reliable point of contact, delivering exceptional customer service.
- Meet outbound call and borrower retention targets, with accountability for performance metrics.
- Ensure all borrower interactions comply with lending regulations and company policies.
- Collaborate with Retail and Lending teams to support and enhance retention initiatives. What you will bring
- Ethical, responsible, and compliant conduct aligned with banking laws, codes, and policies.
- Strong customer relationship and communication skills, with a focus on empathy and trust.
- Proven ability to negotiate retention solutions and resolve customer concerns effectively.
- Solid understanding of mortgage products, lending regulations, and financial concepts like rates and LVR.
- Experience in home loan retention and contact centre environments.
- Proactive, detail-oriented, and adaptable approach to customer engagement.
- Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and skilled email communication.
- Ability to manage multiple cases efficiently and meet retention performance metrics.
- Collaborative mindset with internal teams and external stakeholders (members, brokers).
- Higher School Certificate or equivalent qualification.
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos. Benefits
- Flexible working options, competitive salary and 14% super.
- 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- Study assistance, paid parental leave (regardless of gender), volunteer leave, bereavement leave, gender affirmation leave and family violence leave.
- Opportunity for bonus annual leave.
- Learning and development support, and an organisational culture that rewards and recognises innovation and values, not long hours.
- Inclusive culture and diverse workforce reflecting the Australian community.
- Conservation reserve involvement, supporting the protection of threatened species. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3q9u77