Job Description

About Us

Tiimely is a platform technology company leading the future of financial assessment through predictive and explainable AI, and configurable, API-led solutions. Our proprietary technology automates financial assessment and credit decisioning, enabling faster, more accurate outcomes across a range of use cases, and is licensed by large banks, fintechs, ASX-listed brands and our own in-house retail business, Tiimely Home.

Our core values are “Time to be Human”, “Time to Take Responsibility”, “Time to be Transparent”, and “Time to Build Good Bonds”. As a certified B Corp, we’re committed to doing good through business – and building experiences that benefit all of our stakeholders.

Headquartered in Adelaide with a national team of 120, we’re on a mission to transform how Australians access credit through cutting-edge technology and a human-first approach.

The Position

We are seeking an enthusiastic Home Loan Specialist to join our Customer Hub. In this role, you will provide exceptional support to customers via phone, email, and chat. You’ll play a pivotal role in making outbound calls to customers who have started applications, helping them navigate the online application and understand product suitability based on their needs.

This is a unique opportunity to be part of a dynamic team that not only supports customers but also contributes to the development and continuous improvement of our platform and processes.

Your other responsibilities will include:

• Supporting customers virtually via phone, email, and live chat, for queries related to home loan products and application status.
• Understanding and advising on customers eligibility criteria as well as generating leads and booking in appointments with our broker team.
• Holding needs-based conversations with our customers, building genuine long-lasting relationships.
• Taking ownership and actioning all home loan enquiries that come through to you
• Resolving customer issues and complaints in a timely and professional manner
• Proactively retaining customers via outbound calling initiatives, contributing to the growth of our team.
• Liaising between the customer and credit assessor to ensure a smooth application process.
• Maintain excellent communication and build strong rapport with customers.
• Provide clear, accurate and concise information, ensuring customers understand each stage of the home loan journey.
• Collaborate with other teams to share insights and contribute to the continuous improvement of our processes.
• Participate in training and coaching sessions to develop your knowledge and skills in home lending.

What We’re Looking For

• Demonstrated experience in a customer service role, either in a call centre or face-to-face environment. Prior experience handling home lending inquiries is highly desirable.
• Excellent communication and interpersonal skills, with the ability to work autonomously and keep up within a fast paced and ever-changing environment
• Strong attention to detail, excellent time management and a proactive approach to problem-solving.
• A positive team player who is eager to learn, adapt, and contribute to a growing business. Passionate about using technology to improve customer experiences.
• A high level of drive, motivation and integrity, underpinned by a desire to help customers achieve their home ownership dreams
• A keen desire to build a successful career in the fintech/ mortgage lending space.

What’s in It for You?

• We offer an attractive remuneration package + generous employee share schemes
• We offer flexible working arrangements, including options to work from home
• We have a vibrant culture and generous workspace in Adelaide to help you do great work
• You’ll be part of a company that’s growing and building platform products customers love

Work Hours

We operate extended hours Monday to Friday (7:30am - 6:00pm CST) and weekends (8:30am - 4:30pm CST). The successful candidate will be required to work some weekend shifts.

Ready to Apply?

Whilst all our job opportunities have specific criteria, if the above describes who you are but you don’t tick all our boxes, we still encourage you to apply. If you have any questions, you can get in touch with Karam Singh at karam.singh@tiimely.com

Please let us know if you require any support or adjustments to be made to our hiring process, so that you can participate fully in our recruitment experience.