Customer Care Officer - Call Centre (Inbound)

About La Trobe Financial

La Trobe Financial is Australia’s leading alternative asset manager, helping Australians build better futures for over 70 years. With $24 billion in assets under management and the trust of 160,000 customers, we’ve grown through a commitment to service, innovation, and putting people first.

We don’t just deliver retirement income – we shape lives, careers, and communities. Our culture is built on trust, excellence, accountability, and a shared purpose: to make a meaningful difference every day.

Build your future with us.

The Opportunity 

As a Customer Care Officer you will play a crucial role in delivering exceptional customer service experiences to our borrowers.  You will work alongside an enthusiastic and supportive team of people who continuously strive to deliver high quality customer interactions.

Reporting to our Customer Operations Manager, your primary responsibility will be to work in an inbound contact team responding to borrower loan queries by phone, email and our online portal. 

This role is a great mix of customer service and support tasks, providing an excellent opportunity to build essential skills for a career in the financial services industry.

Key Responsibilities 

• Assist customers with statement enquires, online registrations, payment requests, account detail changes and other support queries they may have

• Assist borrowers with activation of Online Services and Privacy Password queries

• Respond to general enquires in a timely manner

• Provide a high standard of customer service and communication at all times

• Always represent La Trobe Financial in a professional manner and consistently demonstrate La Trobe Financial’s corporate values

• Consistently meet key customer experience performance targets such as call handling times and call quality

• Collaborate with other La Trobe Financial teams across the business as required.

About You

You are a highly motivated and enthusiastic individual who:

• Takes pride in delivering exceptional customer service experiences 

• Possesses strong verbal and written communication skills

• Demonstrates personal accountability and ownership for your own work with strong time management skills

• Can work well under pressure and can adapt to an agile environment

• Excels in a team-based work environment supporting your colleagues to do their best work

• Is proficient in working across multiple technology platforms and has proven skills with various computer systems.

Prior experience in customer contact roles in financial services is advantageous but not essential.

Employee Benefits

We’re all about balance – delivering great work and enjoying the journey. Alongside a competitive salary, here are some perks that make working with us even better:

• Celebrate your birthday – with a paid day off, just for you!

• Give back – with paid volunteer days to support causes you care about;

• More time for you – purchase additional annual leave when you need it;

• Support for families – 18 weeks paid primary carer parental leave plus superannuation contributions;

• Wild perks – free annual membership to Taronga Zoo and Collingwood Football Club!

• Wellbeing first – access to our Employee Assistance Program (EAP);

• Keep growing – with ongoing training and development opportunities;

• Unforgettable socials – from team events to celebrations you’ll actually want to attend! and

• Retail therapy – enjoy discounts through Reward Gateway.

Diversity & Inclusion

We’re committed to creating a workplace where everyone feels respected, valued, and safe. We welcome applications from people of all backgrounds and proudly support an inclusive recruitment process and work environment. If you require adjustments at any stage of the process, please let us know, we’re here to help.

Please note that only shortlisted candidates will be contacted.