Retention Associate

Melbourne| Permanent Full-Time At Heartland Bank Australia, we believe every customer conversation matters. We're seeking a Retention Associate who is passionate about customer care, lending and relationship management. This is an exciting opportunity to engage directly with existing reverse mortgage customers, helping them understand their options and supporting them to make informed decisions about their ongoing relationship with Heartland.

About The Role As a Retention Associate, you will proactively engage with existing customers, understand their circumstances and assess appropriate lending solutions within your delegated authority. You will balance empathy and customer advocacy with sound lending and credit assessment skills to help achieve positive customer and business outcomes.

Key Responsibilities

• Engage proactively with existing reverse mortgage customers.
• Conduct customer retention conversations with empathy and professionalism.
• Assess lending solutions within delegated lending authority.
• Manage a portfolio and pipeline of retention cases.
• Work collaboratively with operations, legal and servicing partners to progress customer outcomes.
• Identify and escalate complex or out-of-policy matters.
• Ensure compliance with lending policies, responsible lending obligations and regulatory requirements.

What You'll Bring

• Experience in lending, credit assessment, customer retention or financial services.
• Strong customer service and relationship management skills.
• Confidence managing sensitive and sometimes complex customer conversations.
• Strong analytical skills and attention to detail.
• Experience managing multiple customer cases and competing priorities.
• Effective written and verbal communication skills.
• Certificate IV in Credit Management (or willingness to obtain) will be highly regarded.

A Bit About Us And What We Do At Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank.

We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH)

Can you see yourself here? Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups.

Our perks include flexible working, regular team social activities and events, flu vaccinations and more.

Diversity & inclusion At Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers.

We're an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process including a sign language interpreter or speech-to-text reporter. Feel free to share your pronouns in your application.

Keen to learn more? To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia.

Please note you must be eligible to work in Australia.