Customer Specialist

About the role
Guiding customers through a loan application accurately and efficiently. Join our Loans team and help customers move forward with confidence. As a Customer Specialist – Lending, you’ll play a key role in supporting customers through both secured and unsecured loan applications, delivering clarity, care, and exceptional end‑to‑end service.
Let’s look at some key responsibilities:
Identifying ways to assist our customers such as consolidating their debt and providing a tailored solution for their current and future needs
Keeping in contact with customers throughout their loan process for a seamless experience
Assessing all new personal loan applications submitted through the retail branch channel and online applications
Ensuring all documents are verified accurately and sent to the appropriate queues within expected time frames
Developing strong relationships with both internal and external stakeholders
Maintaining a high level of professionalism & integrity while adhering to Credit Policy & standards
Conducting relevant research to make responsible lending decisions, including contacting employers, finance companies, accountants etc. to confirm financial information
Ensuring compliance with company policies, procedures, and relevant legislation/regulations
Assessing applications in a timely manner to meet service levels
Following call structures and adhering to conversation guidelines and best practice that contribute to our overall Net Promoter Score (NPS)
Supporting new team members and contributing to cross‑training initiatives
Working in accordance with Latitude Financial policies and procedures, demonstrating Latitude values and high ethical standards
Undertaking any other duties determined by management e.g. projects and other-directed activities
What you’ll bring:
You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively. (for individual contributor roles)
A general knowledge of lending and processes
Experience delivering exceptional customer service to internal departments and customers
A team player, open to new and innovative techniques and ways of working
Someone who understands that customers need solutions tailored to their individual situation — not a one‑size‑fits‑all approach
Strong negotiation and persuasion skills, with the ability to build long‑lasting positive relationships
Solid personal resilience
Someone who thrives working toward business and personal targets, driving results through collaboration and problem‑solving
A natural problem solver with intuitive, solution‑focused decision‑making skills
Ambitious and motivated, with a strong team mindset
Sometimes the best candidates don’t have 100% of what’s listed above — but if you have most and are confident, you’d be a great fit, we’d love to hear from you!
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days
Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
Yearly salary reviews.
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.