Customer Support Advisor at REA Group

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

0.0

Posted On

07 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Communication, Technical Support, Data Collection, Collaboration, CRM Tools, Ticketing Systems, Financial Services, Mortgage Broking, Digital Tools, Team Player, Written Communication, Verbal Communication, Education, Compliance

Industry

technology;Information and Media

Description

Make an impact solving problems in a collaborative, supportive team! Enjoy varied and interesting work in a hybrid environment! Permanent full time role based in Sydney We're REA With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home. Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women. Where the team fits in Financial Services connects consumers with home finance and other financial products as they explore property on realestate.com.au. With the scale of our audience, our vision is to seamlessly integrate property search with finance through a world-class digital experience. An integral part of Financial Services is Mortgage Choice. Mortgage Choice has 1100 dedicated home loan brokers nationally. The Broker Servicing Team sits in the operations part of Financial Services and supports our mortgage brokers and customers to create positive property and finance journeys. Reporting to the Team Leader, the Broker Support Consultant provides first-level support, answering a broad range of financial queries, resolving service issues, and ensuring smooth operational processes across the Mortgage Choice network (which is 3500 users strong). You will use your strong customer service skills, problem-solving ability, and warm communication style to deliver an exceptional experience. What the role is all about Deliver proactive, high-quality customer service to our franchisees (brokers) and customers via phone, tickets, email, or chat. Support on a wide range of enquiries including but not limited to financial, technical and operational. Manage and prioritise service requests in line with agreed SLAs Keep all tickets updated with clear and accurate progress notes Identify issues that require further investigation and escalate appropriately Support brokers and internal teams with accurate data collection, system updates, lead allocation and workflow tasks Assist brokers with navigating systems, tools, platforms, and processes to ensure a seamless day-to-day experience Provide clear guidance, troubleshooting, and education to brokers on best practice use of our systems and service processes Update and contribute to Help Centre articles to continually improve self-service support resources Protect customer information by following all compliance and privacy requirements Participate in team meetings, training, and ongoing improvement projects Support onboarding and offboarding processes for brokers and new users within our systems Carry out any other tasks as directed by management to support the success of the team and our brokers Who we’re looking for Minimum 1 years’ experience in a fast-paced customer service or contact centre role (inbound and outbound) Experience in financial services, lending, mortgage broking, or a similar environment is required Familiarity with ticketing systems, CRM tools, or other workflow systems (Google Suite experience is beneficial) Someone with bright energy and a warm, positive phone manner Strong problem-solving skills with the ability to understand an issue, find a solution, and communicate it clearly Tech-savvy, comfortable learning new systems and navigating digital tools A supportive team player who enjoys collaboration and brings fun to the workplace Excellent written and verbal communication skills tailored to different customers and stakeholders A passion for delivering genuine customer care that drives loyalty and advocacy The REA experience The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. Some of our Perks & Benefits include: A hybrid and flexible approach to working Flexible leave options including, birthday leave and purchase additional leave Flexible parental leave offering for primary and secondary carers Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity Hackdays so you can bring your big ideas to life Our commitment to Diversity, Equity, and Inclusion We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more eﬀective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. Join our Talent Neighbourhood Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood! #LI-HYBRID We are an Australian-based digital media company with a passion for real estate. Our leading brand is Australia’s biggest property resource, realestate.com.au. We also operate the number one commercial property site, realcommercial.com.au, and have businesses that help property developers and other brands advertise with us. Whilst we live in Australia, we’ve also got ventures in Asia and North America, and have the vision of expanding our footprint further. Everything we do is driven by our purpose to ‘change the way the world experiences property’ – from product innovation to our international investments.

Responsibilities

Deliver proactive, high-quality customer service to franchisees and customers through various communication channels. Support a wide range of inquiries and manage service requests while ensuring compliance and operational efficiency.