Description:
About the Role
The purpose of this role is to create and deliver on personal home lending and other financial needs for both our existing and new customers.
The Lending Manager works with their network, Business Banking and other business units to create opportunities to fulfil existing and new customer’s home buying goals. You will take personal accountability to provide a high level of customer service keeping all stakeholders informed throughout the process at a level that promotes and drives customer satisfaction and advocacy.
Key Responsibilities
- Meeting home loan needs for both new and existing customers
- Work with Business Bankers to complete activities that generate new lending opportunities with new and existing customers
- Strategically plan for and complete activities to connect with existing customers to deepen relationships to both fulfil lending and other financial needs as well as identify referral opportunities
- Ensure the customer interview experience is customer driven in line with agreed process
- Manage existing lending applications through the pipeline to optimise opportunities to fulfil customer needs, adhering to appropriate milestones.
- Complete all required activities to deliver a strong NPS outcome
- Build and leverage business partnerships to provide expertise where appropriate
- Undertake calling activity in line with minimum expectations.
- Keep customer informed at key milestones in loan process (including post settlement) with an goal to provide excellent customer experiences at each step
- Takes personal ownership and accountability to solve customer issues, challenges and complaints
- Support and coach relevant team members to identify opportunities to fulfil appropriate lending and other financial needs for new and existing customers
- Support and coach staff with appropriate lending knowledge and industry insights
- Build strong relationships with internal business partners to drive efficiency and productivity
- Share and drive best practice experiences across network
- Ensure relevant job related training including origination, compliance, operational and regulatory is completed on time.
- Adhere to BOQs Credit and Risk Policy at all times
- Maintain Lending accreditation requirements
- Target minimal processing errors to reduce errors improving quality and customer advocacy.
About you?
- Experience in Customer Service and Sales
- Previous Mortgage Lending experience
- Excellent communication skills and presentation
- Strong levels of collaboration and problem solving
About Us
BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.
We support a flexible workplace and we are committed to an inclusive and diverse culture where differences are embraced!
Our Benefits
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LTBTIQA+), Multicultural, Gender and Early Career.
How to Apply
To apply for this role please follow the links or apply via our Careers Page.
The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy che