About the business

Customer Service Lending's 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.

The Opportunity

As an experienced senior coach, the focus of your role will be to support RBS management by coaching and training lenders to achieve outstanding customer and sales outcomes through improvements in lender capability.

You will also need to ensure that lenders and Managers understand the compliance requirements and you will support them to be accountable for high quality lending outcomes.

You will work closely with the Home Buying Academy coaches to enhance knowledge of CBA products, processes and systems.

More specifically, you will be required to:

• Facilitate coaching and ongoing training for lenders and their managers to enhance knowledge of products, processes and systems
• Improve lender capability, performance and the corresponding improvements to performance on deal structure, error rates and compliance
• Adheres to approved training and development programmes, to maintain compliant and uniform standards
• Provide input to training delivery methods, material and content
• Stay abreast of business changes and new CBA products, processes and systems
• Embed and deliver training delivery actions resulting from new projects and business initiatives
• Be responsible for ongoing accreditation of our Network Lending Staff
• Monitor on-line learning progress ensuring successful completion
• Coach lending staff to ensuring business outcomes are achieved
• Coach/advise Line Managers on managing the sales pipeline to ensure the effective use of resources, effective actioning of leads and strategies to optimise lending outcomes
• Build relationships, contributing ideas and developing strategies with others to optimise lending opportunities for the customer and the Bank
• Assist Line Manager to ensure that team members comply with the Bank policies and procedures

We’re looking for people with:

• Demonstrated experience in the home lending environment 
• Experience and commitment to driving excellence and quality outcomes in the lending environment
• Advanced knowledge of CBA home loan processes and systems
• Exceptional planning and time management skills
• Demonstrated Leadership experience
• Demonstrated Coaching experience
• Sound knowledge of the Group's sales and service methodology and processes

What’s in it for you?

This role will give you the opportunity to understand the Retail Bank’s Lending Channels from a unique perspective.

 It will provide fantastic insight and potential exposure into a number of other areas and roles within the RBS community including Risk and Analytics, Product, a variety of sales channels and roles. You will gain experience and development in effective coaching, communication, coordination, prioritisation and influencing skills which can be used in other roles or other product areas in future.

Advertising End Date: 17/01/2025