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Call Centre / Customer Service (Home Loans) - Big 4 Bank

Australia, Sydney · Job Posted April 28, 2026

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Job Description

We are looking for a dedicated Support Specialist to join a Big 4 Bank in their Mortgage Operations team. In this role, you will serve as a vital point of contact, resolving a variety of inbound inquiries related to home loan applications and banking services. You will be part of a large, diverse team of professionals committed to supporting customers through the complexities of the lending journey. This is a full time position on a 6-9 month contract basis initially with the opportunity to convert into a permanent role down the line.

Job Responsibility

  • Receive and resolve calls from third parties and customers regarding home loan progress and application requirements
  • Accurately identify callers following strict privacy and identity guidelines
  • Provide navigation support for internal systems to ensure a seamless experience for stakeholders
  • Meet performance targets related to service quality, handling times, and first-touch resolutions
  • Maintain a strong risk culture by adhering to technical and legislative knowledge, policies, and regulatory requirements
  • Proactively contribute to process efficiency and innovation to create better outcomes for both staff and customers

Requirements

  • Strong knowledge of consumer credit policies and financial products
  • Ideally 1-2 years experience in a call centre environment, banking and financial services experience preferred
  • The ability to remain calm and professional under pressure while making policy-appropriate decisions
  • A team player who can partner across different business areas to solve problems and advocate for excellence
  • Comfortable embracing new technology and adapting to changing systems and automated tools
  • A Certificate in Financial Services is highly desired but not essential

Nice to have

A Certificate in Financial Services

What we offer

  • Potential opportunity for role to convert into a permanent position
  • Excellent training provided and opportunity for career growth and development
  • WFH flexibility offered after 6 month training period
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