Are you a strategic thinker with deep expertise in home lending and credit decisioning in Australia? This is a unique opportunity to step into a newly created senior role focused on proactive customer retention working for a non-bank lender.
We’re seeking a seasoned professional who can identify customers at risk of leaving and implement forward-thinking strategies to retain them—before they even consider refinancing. This is not your typical retention role; it’s about being ahead of the curve, using data insights and market intelligence to shape customer outcomes and support lending growth.
Key Responsibilities:
- Develop and lead a proactive customer retention strategy across the consumer lending portfolio.
- Identify at-risk customers and negotiate tailored solutions to retain them long-term.
- Collaborate with pricing and portfolio teams to respond to competitor activity and market shifts.
- Support and train client services teams to identify retention opportunities at first contact.
- Partner with brokers and third-party introducers to strengthen customer relationships
- Minimum 5 years’ experience in credit decisioning,
- Strong understanding of the Australian home lending landscape
- Proven track record in customer retention, lending, or credit environments.
- Exceptional communication and stakeholder engagement skills.
- Strategic mindset with the ability to influence and drive change.
- Be part of a forward-thinking team shaping the future of customer retention.
- Work closely with brokers, senior stakeholders, and cross-functional teams.
