Inside Tic:Toc / Tockers

Bridget, Customer Hub Team Lead

4 min read

Bailey Underwood

We catch up with Bridget to learn about her role as Tic:Toc's Customer Hub Team Lead

Had you heard of Tic:Toc before?

A former colleague had moved into a role at Tic:Toc, which is how I learned about the company. Even before I applied for the role, I was interested in how Tic:Toc started up and what it was aiming to do. Using technology to streamline the home lending process seems like common sense, yet Tic:Toc has tackled this in such a unique way. It is refreshing to be a part of the process and see things in a different light.

Is Adelaide your hometown, and what do you enjoy about working in the city?

I moved here from Toowoomba, Queensland, a rural city about 1.5 hours west of Brisbane. Adelaide, although a much bigger city, has a very similar feel to Toowoomba. Everyone seems to know everyone else either directly or through a few degrees of separation. I love it here because, even though it’s a growing city, it never really feels like the metropolis is taking over.

What are your thoughts on Tic:Toc’s company values?

I love them. I have worked in a number of big national companies and they all have values. At Tic:Toc, our values are so true to how we all are every day, both at work and outside of work, so they resonate with every part of my life. Our values ‘We make time to build bonds’ and ‘be human’ can be seen at any moment in the office, especially in our weekly business meetings. We all celebrate the wins, regardless of which department or team achieved them. It’s great to know that the support and encouragement will be reciprocated when it’s your own turn.

Can you explain your current role?

I currently work as the Customer Hub Team Lead in our operations team. The Customer Hub are the first point of contact for customers through email, chat or phone. I pride myself on being customer-centric, so in this role I can share my experience in the industry and my passion for providing amazing service with both our customers and team members. I’m so lucky that I have the chance to work with so many like-minded Home Loan Specialists, striving to provide the best experience with our own individual flair thrown in.

Passion for what you do is key. Whether it's giving great customer service in the finance industry, or helping someone book that holiday they’ve been dreaming about for years. It’s a richer interaction when you believe in and have excitement for what you’re doing.

Bridget, Customer Hub Team Lead

What was the most important lesson you learned from your previous role?

Passion for what you do is key. Whether it's giving great customer service in the finance industry, or helping someone book that holiday they’ve been dreaming about for years. It’s a richer interaction when you believe in and have excitement for what you’re doing. Whether it was during my years in banking and finance or my time as a travel agent, the most memorable and fulfilling interactions I have are when I was able to share the experience with the customer in front of me.

What do you find most rewarding about your role?

Our customers! I love helping people through the home buying journey, especially when they are new to Fintech. It is such a change of process compared with the traditional lending appointment in a bank or with a broker. The customer gets to take the journey themselves, so they are learning more and more about the products, processes and industry, and I am here to help support them through that journey. Even when Tic:Toc may not be suited to them or their situation, helping them understand why and where to look next is just as rewarding.

Tic:Toc’s office is quite open and airy. Does this differ from your previous workplaces, and do you prefer it?

It’s beautiful. The open space makes it feel like we are all part of the same team and working together, regardless of which department you’re in. I feel just as important and included as our data science team, marketing team, product managers or our CEO, Anthony. The big open kitchen/break room is a great place to get some downtime when we have our shared lunches, or embrace your competitive side when we have bake-offs!

How did you get started in your field?

After I graduated from university with my Bachelor of Arts (Psychology), I couldn’t face any further study. I applied for a job with Commonwealth Bank in their Brisbane call centre as a temporary measure, and stayed in the Bank for 12 years, working through the branch networks in southwest Queensland. After a few years, while I followed my love of travel as a travel agent, I returned to banking and finance where I continue to help customers learn more about finance.

What are you reading or listening to right now?

At the end of a busy day, I like to decompress with one of two comedy podcasts, All Day Breakfast, or Fake Doctors, Real Friends. They’re both funny, frivolous and a great way for me to switch from work mode while I head home. Outside of the podcasts, Foo Fighters are never too far away on my playlist

How do you like your coffee?

Hot and frequent! My go-to is a cappuccino or a flat white and I enjoy them as often as I can.

Interested in a career with us?

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