Customer Relationship Specialist

About Liberty

At Liberty, we don’t just think outside the box - we deliver results that change lives. For nearly three decades, we’ve been redefining lending in Australia with flexible solutions that empower people to achieve their goals. Performance is in our DNA. We believe financial freedom should be accessible to everyone, and we’ve proven it by helping nearly one million customers secure home, business, personal, car, commercial, and SMSF loans.

We are a collaborative and social community that pride ourselves on being values driven. We base our vision of being the leading finance group that champions free thinking on FLAIR, our five key values that guide us to always be Fair, Learning, Accountable, Invested and Resourceful. These values inform everything we do, from how we look at the world, engage with our customers and treat each other.

About the role

As a Relationship Specialist, you will be the first point of contact of existing Liberty customers post-settlement, providing accurate and timely support across multiple channels. You will manage a high volume of inbound enquiries, resolve issues effectively and build strong relationships that support a seamless customer experience.

Key Responsibilities

• Managing high-volume customer enquiries via inbound and outbound calls
• Identifying customer needs and provide clear, accurate information and solutions across a range of loan-related queries
• Resolving customer concerns and complaints, including escalation when required
• Actively participating in coaching, training and continuous improvement initiatives
• Ensuring adherence to compliance, risk and regulatory requirements
• Build strong relationships with customers

About you

• Experience in a contact centre or high-volume customer service environment
• Confident and professional phone manner
• Strong communication skills with the ability to build rapport quickly
• Confidence handling sensitive customer enquiries
• A proactive mindset with a focus on problem-solving and continuous improvement
• Ability to work in a structured, performance-driven environment
• A team player who values collaboration, learning and accountability

Why join Liberty?

At Liberty, we celebrate people bringing their most genuine and authentic selves to work and we’re incredibly proud of the diverse and inclusive culture we’ve built. We’re living this commitment through our gender equality, disability, LGBTQIA+, mental health and religious and cultural initiatives. As we work towards helping people get financial, we acknowledge and value the contribution of indigenous Australians, Torres Strait Islanders and other cultural minority communities.

We strive for diversity and inclusion within our workforce and deliver a number of initiatives for our community. We are proud to be endorsed by Work180 and a certified B Corporation.

We are thrilled to be finalists in the Australian Employer of Choice and HR Team of the Year Awards – we will never be finished making Liberty the best place to work. We believe it’s the little extras that can make a big difference in helping our team meet their needs. There’s more to working at Liberty than just great financial rewards - we provide access to a large number of great benefits such as:

• Wellness perks including, free counselling, yoga and meditation classes, flu vaccinations, health-checks, massages, private health and gym subsidies
• We are social with monthly themed lunches and events, EOY and EOFY parties Corporate casual dress
• Community groups such as our Internal Pride Network (LGBTQIA+), Women in Leadership, Green Stars (environmental enthusiasts!) and more
• An opportunity to give back to the community with our Lend-A-Hand initiatives
• Flexible work arrangements
• Fantastic growth and career progression opportunities with access to online development courses
• There's more?! Yes we have coffee, daily fruit, constant snacks available anytime

Liberty is an equal opportunity employer. We encourage applications from all people, regardless of race, gender, religion, age, sexual orientation, gender identity or disability.