Retention Officer

The Retention Officer is responsible for understanding a range of loan products, such as mortgages and personal loans, to recommend tailored solutions that meet borrower needs. The role involves meeting outbound call and retention targets, with accountability for key performance metrics.

The primary objective is to enhance the customer experience, boost borrower loyalty, and support the organisation’s retention and growth goals through proactive, personalised engagement. All interactions must comply with lending regulations and company policies.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Proactively identify and engage borrowers at risk of churn to understand their concerns and offer personalised solutions.
• Build trust and strong relationships through active listening and tailored support.
• Serve as a reliable point of contact, delivering exceptional customer service.
• Meet outbound call and borrower retention targets, with accountability for performance metrics.
• Ensure all borrower interactions comply with lending regulations and company policies.
• Collaborate with Retail and Lending teams to support and enhance retention initiatives.

What you will bring

• Ethical, responsible, and compliant conduct aligned with banking laws, codes, and policies.
• Strong customer relationship and communication skills, with a focus on empathy and trust.
• Proven ability to negotiate retention solutions and resolve customer concerns effectively.
• Solid understanding of mortgage products, lending regulations, and financial concepts like rates and LVR.
• Experience in home loan retention and contact centre environments.
• Proactive, detail-oriented, and adaptable approach to customer engagement.
• Ability to manage multiple cases efficiently and meet retention performance metrics.
• Collaborative mindset with internal teams and external stakeholders (members, brokers).
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.