Retention Specialist
If you thrive on meaningful conversations and love turning “I’m thinking of leaving” into “I’m glad I stayed,” this role is for you. Join RedZed’s Customer Loyalty team and make a real impact at the moments that matter most.
Why RedZed
At RedZed, we exist to champion Australia’s self‑employed, a community built on resilience, independence and ambition. Since 2006, we’ve supported more than 28,000 self‑employed Australians with over $12 billion in lending, and we’re just getting started.
You’ll be joining a collaborative and engaged team of 130+ people based in our Melbourne HQ - think onsite badminton courts, weekly fitness classes, end‑of‑trip facilities and sweeping 26th‑floor views.
What You’ll be doing
You’ll support customers who are considering refinancing away from RedZed, using a mix of empathy, problem‑solving and proactive outreach to strengthen loyalty and retain customers. Day to day, you’ll be responsible for:
- Welcome calls to new borrowers
- Handling inbound and proactive outbound calls with customers considering refinancing, delivering confident, empathetic retention support
- Managing refinance and discharge enquiries end‑to‑end, ensuring accuracy, timeliness and a seamless customer experience
- Conducting onboarding calls and reviewing NPS feedback to identify themes and opportunities to improve customer outcomes
- Using data and insights to help identify at‑risk customers and support targeted loyalty initiatives
- Assisting with loyalty‑related escalations and complaints, with a strong focus on first‑time resolution
- Supporting team workload coordination, reporting, and policy and procedure governance
- Working closely with the Client Services team during peak periods and developing into a subject matter expert across Customer Loyalty processes
About You
You’re a confident, customer‑first communicator who genuinely enjoys building relationships and helping people stay on track with their goals especially when the conversation is complex or high‑stakes. You’re comfortable having retention conversations over the phone, you’re not shy about asking the right questions (or offering a little thoughtful pushback), and you bring warmth, empathy and professionalism to every interaction.
You take ownership from start to finish, stay calm under pressure, and pride yourself on accuracy and follow‑through. Organised and detail‑driven, you learn new systems quickly, work well both autonomously and as part of a team, and you’re motivated by delivering great outcomes for customers, and retaining them with RedZed.
What’s in it for you
- Support and mentorship from industry leaders, with opportunities for further study in relevant fields.
- Many of our leaders have been promoted from within, we champion your development and career progression.
- Balanced hours, and “dress for your day” to support your lifestyle.
- Competitive salary, growth opportunities, and yes - a day off on your birthday!
- Enjoy a wellbeing-focused culture: fresh fruit, flu vaccinations, ergonomic desk assessments, and access to our wellness room.
- Take time to celebrate and give back with charity leave, regular social events, and team celebrations.
- Financial wellness perks including paid parental leave, salary sacrifice options, novated car leasing, and access to corporate discounts.