Help Customers Navigate One of Life's Biggest Financial Decisions

At Tiimely, we're passionate about making home lending simpler, faster and more customer-focused. We're looking for an experienced Customer Service Specialist to join our Customer Hub team. This is an opportunity to play a critical role in supporting customers throughout their home loan journey, delivering outstanding service, solving problems and ensuring every customer feels supported from their first enquiry through to resolution.

This isn't a scripted contact centre role. You'll manage a variety of customer needs, investigate complex enquiries, coordinate with multiple teams and take ownership of customer outcomes across phone, chat and email channels.

If you thrive on helping people, solving problems and delivering exceptional customer experiences, we'd love to hear from you.

What You'll Be Doing

• Managing customer enquiries across phone, chat and email channels. 
• Supporting customers with application-related enquiries, documentation requirements and general home loan enquiries. 
• Understanding customer circumstances and providing guidance through their journey. 
• Taking ownership of customer enquiries from initial contact through to resolution. 
• Working closely with internal teams to resolve issues and deliver positive customer outcomes. 
• Handling complaints and escalations with empathy, professionalism and sound judgement. 
• Providing accurate information about products, processes and policy requirements. 
• Navigating multiple systems simultaneously while maintaining h
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