Customer Service Specialist – Home Loans

About the role

Tiimely is seeking an experienced Customer Service Specialist to join its Customer Hub team in Adelaide. You will support customers throughout their home loan journey, delivering outstanding service across phone, chat and email channels. This role is not scripted; you will investigate complex enquiries, coordinate with multiple teams and own outcomes from first contact to resolution.

Key responsibilities

• Manage customer enquiries via phone, chat and email, providing guidance on applications, documentation and general home‑loan queries.
• Take ownership of each case from initial contact through to resolution, working closely with internal teams.
• Handle complaints and escalations with empathy, professionalism and sound judgement.
• Provide accurate information about products, processes and policy requirements while navigating multiple systems.
• Contribute ideas to improve customer experience, processes and service delivery.

Required profile

• Experience in a contact‑centre, customer service or customer support role.
• Strong communication skills and ability to build rapport with a wide range of customers.
• Proven ability to manage complex enquiries and difficult conversations.
• Passion for helping customers and advocating for positive outcomes.
• Problem‑solving skills and critical thinking when assessing customer needs.
• Resilience, adaptability and a positive approach to change.
• Banking, financial services or lending experience is a plus but not essential.

What we offer

• Supportive and collaborative team environment with ongoing training and development.
• Exposure to a broad range of home‑lending products and customer scenarios.
• Career development opportunities across Tiimely, including pathways into Operations, Product, Technology and Data.
• The chance to make a genuine difference in customers’ lives.