Consumer Lending Specialist


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

Do work that matters

As a Consumer Lending Specialist in Direct Lending 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 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
  • You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and cross sell. Identify and complete account based maintenance enquiries at customers request
  • Pro-actively identify opportunities to better serve customers by demonstrating a high level of product knowledge gained through participation in ongoing training.
  • You will have an understanding of our risk environment and understand your role in ensuring you adhere to our obligations. You will be proactive in raising issues and work collaboratively for a resolve.

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, commercial, competitive and target-driven environment.
  • Able to perform well in an ambiguous environment
  • Your ability to interact with a wide range of customers and colleagues
  • You will have a desire to want to deliver excellent customer service
  • Ability to work in a fast paced & highly regulated environment

Hours of Work:

This role is a full-time (38 hours per week) permanent position that works on a rotational roster as below:

  • You will be provided with a set base weekly shift (which may include evening shifts or Saturday)
  • You will be provided with next month’s roster four weeks in advance
  • Your roster may require you to start up to 2 hours earlier or 2 hours later than you current shift start time
  • This will, in turn, result in you finishing up to 2 hours earlier or 2 hours later than your current shift finish time

Please note: we provide full training and development support. You must be available to attend mandatory full-time training Monday to Friday 9:00PM to 5:00PM for the first 3 weeks (commencing Monday 24th August 2020).

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!

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.


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

Do work that matters

As a Consumer Lending Specialist in Direct Lending 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 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
  • You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and cross sell. Identify and complete account based maintenance enquiries at customers request
  • Pro-actively identify opportunities to better serve customers by demonstrating a high level of product knowledge gained through participation in ongoing training.
  • You will have an understanding of our risk environment and understand your role in ensuring you adhere to our obligations. You will be proactive in raising issues and work collaboratively for a resolve.

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, commercial, competitive and target-driven environment.
  • Able to perform well in an ambiguous environment
  • Your ability to interact with a wide range of customers and colleagues
  • You will have a desire to want to deliver excellent customer service
  • Ability to work in a fast paced & highly regulated environment

Hours of Work:

This role is a full-time (38 hours per week) permanent position that works on a rotational roster as below:

  • You will be provided with a set base weekly shift (which may include evening shifts or Saturday)
  • You will be provided with next month’s roster four weeks in advance
  • Your roster may require you to start up to 2 hours earlier or 2 hours later than you current shift start time
  • This will, in turn, result in you finishing up to 2 hours earlier or 2 hours later than your current shift finish time

Please note: we provide full training and development support. You must be available to attend mandatory full-time training Monday to Friday 9:00PM to 5:00PM for the first 3 weeks (commencing Monday 24th August 2020).

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!

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.

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