The role

As a Consumer Lending Specialist in Direct Lending you will build and maintain positive relationships with customers by resolving and identifying their potential needs through conversation.

You’re Impact

As a Consumer Lending Specialist, you will take inbound calls from new and existing customers and offer them a personal lending solution. You will spend time speaking with customers, asking specific questions and learning about their financial situation in order to identify their lending needs.  A high importance needs to be placed on supporting the customers individual needs, adding value to their experience and maintaining exceptional levels of customer service.

Other key responsibilities include:

• You will work to call centre based metrics such as adherence to schedule, quality requirements and productivity measures.
• You will be actively working towards resolving customer enquiries and/or complaints in a prompt, professional and caring manner. Organise, action and follow up on own daily work and delegated tasks
• You will use your excellent knowledge of the Bank’s products and services to attend to the customers’ identified financial needs and cross sell. Identify and complete account based maintenance enquiries at customers request
• Pro-actively identify opportunities to better serve customers by demonstrating a high level of product knowledge gained through participation in ongoing training.
• You will have an understanding of our risk environment and understand your role in ensuring you adhere to our obligations.  You will be proactive in raising issues and work collaboratively for a resolve.

What will help you succeed?

Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying how to maximise customer lending needs aligned with responsible lending, and ensuring customers are banking as effectively as possible.  

You will also be able to demonstrate:

• An ability to work in a busy, commercial, competitive and target-driven environment.
• The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
• Able to perform well in an ever changing  environment  
• the ability to interact with a wide range of customers and colleagues
• Ability to work in a fast paced & highly regulated environment

• Our Team

  The Direct Lending business brings together all Home Loan and Consumer Lending activity across Retail Banking Services (RBS). This area is critical to the development of a seamless multi-channel operation giving customers access to an optimised lending experience based on how they wish to interact with RBS, whether over the phone, online, or via video.

• Hours and Training:

• This role is permanent full time Monday to Friday 10am – 6:00pm  
• Training (In the Office) will commence on Monday 17 August with all new starters undergoing four weeks of mandatory Full Time training, Monday to Friday. Please note we cannot provide any time off during the training
• Please note you must be based within reasonable travel distance to the office fortnightly hub days in the office will be required.

• Roles are permanent positions that works on a roster: Your roster may require you to start up to 2 hours earlier or 2 hours later than your current shift start time

If this sounds like you apply today!

Advertising End Date: 15/07/2026