Customer Specialist, Lending

About the role

Guiding customers through a loan application accurately and efficiently, the Customer Specialist, Lending plays a key role in supporting customers through both secured and unsecured loan applications, delivering clarity, care, and exceptional end-to-end service. This hybrid role involves working 2 days in our Auckland office.

Key Responsibilities

• Identifying ways to assist our customers such as consolidating their debt and providing tailored solutions.
• Maintaining contact with customers throughout their loan process for a seamless experience.
• Assessing all new personal loan applications submitted through retail branch channels and online applications.
• Ensuring all documents are verified accurately and sent to 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, and accountants.
• 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 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, such as projects and other-directed activities.

What you’ll bring

• Familiarity with AI tools, comfortable using them to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.
• 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 tailored solutions, 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.

Recognition @ Latitude

• Education support
• Better giving programme with charity partners, Latitude matches dollar for dollar
• 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.

About Latitude Financial Services

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, and loans are what we offer – but what we really are is a platform that helps people shop and live better. We always live and breathe 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.

Key skills/competency

• Lending
• Customer Service
• Loan Applications
• Debt Consolidation
• Compliance Management
• Stakeholder Relations
• Negotiation Skills
• Problem Solving
• AI Tools Utilization
• Net Promoter Score (NPS)