Team Manager Customer Service Lending - Toowoomba

at  Commonwealth Bank

DO THE WORK THAT MATTERS!

Customer Service Lending key objectives are to grow proprietary mortgage lending, delivering exceptional customer service outcomes and a differentiated service model.
We work collaboratively with teams across the bank to fulfil our purpose of building a brighter future for all and achieving the Groups goal of NPS +30.
Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes.

ABOUT YOU:

We are looking for people with the below skills and experience:

• Demonstrated experience in the home lending environment
• Demonstrated leadership, coaching, and people management skills, preferably in sales and/or lending environment
• Proven success in achieving business sales & service results
• Experience and commitment to driving excellent outcomes in the lending environment
• Advanced knowledge of CBA home loan processes and systems
• Exceptional planning and time management skills
• Detailed technical understanding of lending products, processes & systems

• Lead, motivate and develop a team of lenders to provide exceptional customer experiences and deliver against lending plans
• Monitor and provide feedback on team and individual performance, in addition to identifying, developing, and implementing strategies to drive performance improvement
• Ensure technical lending skills and knowledge are of high standard
• Manage sales, service, operational, and risk management processes performed by the team
• Oversee the sales pipeline to ensure the meeting of targets and efficient processing of leads
• Actively engage in business development activities, building quality external leads and promoting the Bank through community contributions
• Coach lenders on the effective actioning of leads and strategies to optimise lending outcomes
• Utilise your industry expertise and market knowledge to identify key growth opportunities for your team
• Resolve customer inquiries and/or complaints in a prompt, professional, and caring manner
• Ensure lending meets the appropriate credit standards through regular audit and review