Voice) | Permanent WFH, Australian Hours

• Schedule: Monday to Friday, 9:00am–6:00pm Sydney time, weekends off.
• Setup: Permanent work from home

About Us

We're an Australian credit-licensed lender that helps homeowners aged 55 and over use the equity they've built in their home, without selling it or moving out. Our customers use the money to renovate, travel, help their children buy a first home, pay for aged care, or simply have more to live on in retirement.

We lend from age 55, younger than most providers in our market, and we lend against investmenCustomer Service Representative – Australian Home Lendingt and holiday properties as well as the family home. Loans run from $50,000 to $5 million, with no monthly repayments and a guarantee that customers never owe more than their property is worth.

Our customers are older Australians, and many have been with us for years. They expect to speak to someone who listens, explains things clearly and treats them with respect. That's the standard we hold ourselves to on every call.

You'll work directly with our Australian operations team, and your work will shape how our customers feel about us long after their loan settles.

The role

This isn't a scripted call centre job. You'll be the person our customers and broker partners speak to after a loan settles: checking in on them each year, answering questions about their account, helping them use our online portal, and taking care of families when a customer passes away.

Many of our customers are in their 70s and 80s. Some calls will be simple. Others will need patience, warmth and real care. If you're the person friends call when they need someone calm and kind on the other end of the line, you'll do well here.

You'll report to our Head of Operations in Australia.

What you'll do

Look after existing customers

• Call customers each year for their annual loan review
• Answer questions about account balances and confirm line of credit details
• Help customers log in to and use our online portal
• Confirm outcomes with customers when their loan is paid out and discharged

Support families through a customer's passing

• Guide families and executors through closing a loan after a customer dies, with care and clear next steps

Handle complaints the right way

• Listen to and log complaints accurately
• Escalate them to our compliance team following our complaints process

Work with brokers

• Call brokers before settlement to confirm details and keep things on track

Keep the service desk running

• Manage our general information inbox and reply promptly
• Process incoming and outgoing mail

What you'll need

• 2+ years in a customer service role handling calls, ideally with Australian customers
• Excellent spoken and written English with a clear, natural accent
• A calm, patient phone manner, and experience with sensitive conversations, especially with older or vulnerable people
• Close attention to detail when you're dealing with account and loan information
• The discipline to follow a set process every time, especially for complaints
• A quiet home workspace and reliable internet

Nice to have: experience in banking, lending, mortgages, superannuation or insurance, especially loan servicing, hardship or complaints handling.

Why you'll like it here

• Permanent work from home, weekends off
• Real conversations with customers who remember your name, not a queue of strangers
• Work that makes a difference for older Australians and their families
• An Australian team that will train you on our products
• Experience in Australian financial services that opens doors in your career