Make an impact solving problems in a collaborative, supportive team!
Enjoy varied and interesting work in a hybrid environment!
Permanent full time role based in Sydney
We're REA
With bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits in
Financial Services connects consumers with home finance and other financial products as they explore property on realestate.com.au. With the scale of our audience, our vision is to seamlessly integrate property search with finance through a world-class digital experience. An integral part of Financial Services is Mortgage Choice. Mortgage Choice has 1100 dedicated home loan brokers nationally.
The Broker Servicing Team sits in the operations part of Financial Services and supports our mortgage brokers and customers to create positive property and finance journeys. Reporting to the Team Leader, the Broker Support Consultant provides first-level support, answering a broad range of financial queries, resolving service issues, and ensuring smooth operational processes across the Mortgage Choice network (which is 3500 users strong). You will use your strong customer service skills, problem-solving ability, and warm communication style to deliver an exceptional experience.
What the role is all about
Deliver proactive, high-quality customer service to our franchisees (brokers) and customers via phone, tickets, email, or chat.
Support on a wide range of enquiries including but not limited to financial, technical and operational.
Manage and prioritise service requests in line with agreed SLAs
Keep all tickets updated with clear and accurate progress notes
Identify issues that require further investigation and escalate appropriately
Support brokers and internal teams with accurate data collection, system updates, lead allocation and workflow tasks
Assist brokers with navigating systems, tools, platforms, and processes to ensure a seamless day-to-day experience
Provide clear guidance, troubleshooting, and education to brokers on best practice use of our systems and service processes
Update and contribute to Help Centre articles to continually improve self-service support resources
Protect customer information by following all compliance and privacy requirements
Participate in team meetings, training, and ongoing improvement projects
Support onboarding and offboarding processes for brokers and new users within our systems
Carry out any other tasks as directed by management to support the success of the team and our brokers
Who we’re looking for
Minimum 1 years’ experience in a fast-paced customer service or contact centre role (inbound and outbound)
Experience in financial services, lending, mortgage broking, or a similar environment is required
Familiarity with ticketing systems, CRM tools, or other workflow systems (Google Suite experience is beneficial)
Someone with bright energy and a warm, positive phone manner
Strong problem-solving skills with the ability to understand an issue, find a solution, and communicate it clearly
Tech-savvy, comfortable learning new systems and navigating digital tools
A supportive team player who enjoys collaboration and brings fun to the workplace
Excellent written and verbal communication skills tailored to different customers and stakeholders
A passion for delivering genuine customer care that drives loyalty and advocacy
The REA experience
The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.
Some of our Perks & Benefits include:
- A hybrid and flexible approach to working
- Flexible leave options including, birthday leave and purchase additional leave
- Flexible parental leave offering for primary and secondary carers
- Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
- Hackdays so you can bring your big ideas to life
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
Join our Talent Neighbourhood
Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!
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Top Skills
REA Group Sydney, New South Wales, AUS Office
309 Kent Street, Sydney, NSW, Australia, 2000
