What are the responsibilities and job description for the Team Manager Customer Service Lending - Mackay position at Commonwealth Bank of Australia?
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 the opportunity:
The CSL Team Manager role is to lead, develop, and retain a team of lenders. The role will ensure lenders have the necessary skills, attributes, behaviours, and motivation to provide exceptional service in meeting the home lending needs of our customers.
The CSL Team Manager will be responsible for cultivating a successful Sales and Service performance culture. They will provide factual advice on lending products, services, and issues. You will manage resources to optimise business outcomes, meet agreed targets, and build positive relationships. This is a great opportunity to build a team of lenders to accommodate to the unprecedented demand of the housing market.
More specifically, the role will require you to:
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
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
Your Development:
If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key. Use the capabilities required for this role as a guide to the critical skills and behaviours you need for your next move.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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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