Are you a strategic leader with deep expertise in credit decisioning and customer retention within the Australian home lending landscape? This newly created senior role offers a rare opportunity to shape and lead proactive retention strategies for a growing non-bank lender.
We’re seeking a seasoned professional who thrives on identifying customer needs before they arise, leveraging data insights and market intelligence to deliver tailored solutions that drive long-term customer loyalty and portfolio growth.
What You’ll Be Doing:
- Lead the development and execution of a proactive customer retention strategy across the consumer lending portfolio.
- Identify at-risk customers and negotiate bespoke solutions to retain them in alignment with business objectives.
- Collaborate with pricing and portfolio teams to respond to competitor activity and market shifts.
- Train and support client services teams to identify retention opportunities at first contact.
- Partner with brokers and third-party introducers to strengthen customer relationships and reduce refinancing risk.
- Use reporting insights to drive continuous improvement across process, product, and pricing.
What You’ll Bring:
- Minimum 5 years’ experience in credit decisioning, ideally with Delegated Commitment Authority (DCA) up to $3 million.
- Proven track record in customer retention, lending, or credit environments.
- Strong understanding of the Australian home lending market.
- Exceptional communication and stakeholder engagement skills.
- Strategic mindset with the ability to influence and drive change.
- Certificate IV in Business Operations (desirable).
Why Join Us?
- Be part of a forward-thinking team shaping the future of customer retention.
- Make a tangible impact on customer outcomes and business performance.
- Work in a collaborative, values-driven culture with strong leadership support.
- Enjoy a permanent role with genuine career growth and long-term stability.
- Melbourne CBD location with flexible, hybrid working arrangements.
