Customer Retention Officer – Day Shift

About the role

Join an innovative Australian mortgage company as a Customer Retention Officer on the day shift. You will play a pivotal role in retaining borrowers, handling hardship cases, and supporting the overall growth of the business.

Key responsibilities

• Assist with customer retention and borrower hardship matters.
• Manage the daily operations of the Retention inbox.
• Respond to customer queries and resolve issues via phone, email, and fax.
• Provide timely and accurate resolutions to Mortgage Managers' enquiries and disputes.
• Escalate complex issues to relevant departments.
• Communicate with internal teams to ensure clear understanding of initiatives.
• Prepare letters and update internal systems as required.
• Perform ad‑hoc tasks to achieve business goals.

Required profile

• At least 1 year of experience in a related field.
• Australian mortgage experience is an advantage.
• Strong written and oral communication skills.
• Excellent customer care abilities.
• Good planning, organising and problem‑solving skills.
• Results‑driven and a strong team player.

Required skills

What we offer

• Opportunity to work in a fast‑growing financial services environment.
• Dynamic team culture focused on customer success.