We're looking for a customer-focused, commercially minded go-getter who loves building relationships, solving problems and making things happen.

If you're confident on the phone, thrive on variety and enjoy turning conversations into positive outcomes, this could be your next move.

One thing's for sure. No two days will be the same.

Who Are We?

At Jacaranda Finance, our ambition is to be the backup lender of choice when the banks say no. We're an award-winning Australian fintech challenging traditional lending through smarter technology, AI-powered decisioning and better customer experiences.

Proudly Great Place to Work Certified and recognised as one of Australia's Best Workplaces, we're building a team of ambitious people who take ownership, challenge the status quo and deliver results.

The Opportunity

We're looking for a Customer Engagement & Retention Specialist to join our Customer Concierge team. This isn't your traditional customer service role. It's a dynamic, customer-facing position where you'll work across Lending, Collections and Hardship, supporting customers at different stages of their financial journey.

One moment you could be helping someone progress their car loan application. The next, you're reconnecting with an existing customer, working through a retention opportunity or supporting someone navigating financial difficulties.

You'll combine customer engagement, problem-solving, relationship management and commercial thinking to deliver great outcomes.

What you'll be doing

- Engaging customers: Managing inbound and outbound conversations across phone, email and digital channels.
- Supporting lending: Following up applications, outstanding documents and lending opportunities to keep things moving.
- Driving retention: Building relationships, managing payout and refinancing enquiries and identifying opportunities to retain customers.




- Supporting Collections & Hardship: Helping customers navigate enquiries, coordinating follow-ups and connecting them with the right specialists.
- Solving problems: Taking ownership, removing roadblocks and finding practical solutions for customers.
- Delivering results: Working towards KPIs across customer engagement, retention, conversion, productivity and service quality.
- Working as one team: Collaborating across departments to deliver seamless customer experiences.

What We're Looking For We're looking for someone who brings energy, confidence, empathy and a genuine desire to make a difference.

You'll be someone who

- Loves engaging with people and building strong relationships.
- Is confident on the phone and comfortable handling challenging conversations.
- Has a commercial mindset and enjoys working towards targets.
- Can switch between sales opportunities, customer enquiries and sensitive situations with ease.
- Takes ownership, follows through and gets things done.
- Thrives in a fast-paced environment where priorities can change.
- Balances customer care with commercial outcomes and sound judgement.
- Embraces feedback and strives to get 1.1% better every day.

Why Jacaranda? We're not your typical corporate. We're entrepreneurial, move quickly and back great people to do great things. Here's what you can look forward to:

- Award-winning, Great Place to Work Certified culture.
- Genuine career growth and development opportunities.




- $1,000 annual career development allowance.
- Birthday leave and a $500 annual leave bonus.
- Free barista-made coffee every workday.
- Office dogs, team celebrations and Friday drinks.
- Wellbeing support and a modern Milton workspace.

Ready to Build What's Next? Our values shape how we show up every day: Win As One.

Execute

Relentlessly.

Do Right By

People. 1.1% Better Every Day.

Different By

Design. We're building a high-performing team where people take ownership, back each other, challenge the status quo and never settle for good enough.

If you love variety, thrive on customer interaction, enjoy solving problems and get satisfaction from making things happen, we'd love to hear from you.

Before You Apply

We're an in-office business by design. We believe collaboration, coaching and problem-solving happen best when we work side by side. During your probation, you'll work from our Milton office five days per week. Following successful completion of probation, you'll have the flexibility to work from home one day per week.

We encourage you to get to know us before applying. Explore our culture, values, benefits and expectations through the resources below:

- Thriving Together @ Jacaranda Finance - Discover what it's like to work at Jacaranda, including our culture, benefits and ways of working. https://docsend.com/view/ihhakc3zfp9h46xw
- Jacaranda Finance Culture Playbook - Understand the values, behaviours and standards that shape how we work and win together. https://docsend.com/view/sckmp7rz2j58u88e

A note on our recruitment process: We may use AI-powered tools to support parts of our recruitment process, but all hiring decisions are made by people. Please contact us if you'd like more information about how your data is handled.

📌 Customer Engagement & Retention Specialist (Queensland)
🏢 Jacaranda Finance
📍 Queensland