KEY RESPONSIBILITIES
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Act as the first point of contact (inbound calls/emails) for all customer and broker
enquiries relating to our online application form, credit policy, the status of new applications and all customer enquiries post-settlement of their loan.
- Liaising with credit operations and payments teams to ensure loan applications meet our turn-around-times
- Liaising with payments and collection teams to ensure customers are being supported when going through financial hardship.
- Facilitating customers who wish to pay out their loan, amend account details and set up payment arrangements.
- Assisting customers submitting loan applications, including assisting with contract e-signatures
- Build and maintain external broker and customer relationships
- Work closely with the Lending Consultant team to ensure we deliver exceptional service and hit settlement targets
-
Handle high volume of emails ensuring these are actioned or passed to the
appropriate area of the business allowing for seamless processing of customer requests.
- Support operational payment functions such as confirming funds are allocated to loans, and troubleshooting dishonour repayment enquiries.
- Tier one support for our Financial Wellness Products; Wisr Credit, Wisr Round-up and Wisr Today.
- Respond to social media enquiries and reviews.
MEASURES OF SUCCESS
● Number of daily calls taken
● Number of daily emails handled
● Call, email and web chat quality
● Daily team telephone grade of service (GOS)
● Daily team web chat grade of service (GOS)
● Customer NPS and reviews
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
- Previous lending experience is highly advantageous.
-
A proven track record of providing excellent customer service in a fast-paced
environment
- Ability to coordinate and advocate for customers with internal teams
-
Solid verbal and written communication skills with the ability to speak appropriately
with people of all levels
- The ability to build and maintain relationships with our valued broker networks
-
Tech savvy, inquisitive, and the ability to pick up new programmes and processes
quickly
- Experience managing both inbound and outbound telephone enquiries
- A user-level understanding of Australian banking or payments processes including BPAY and electronic funds transfers
HIGH-PERFORMING BEHAVIOURS
- Being a stunning colleague
- Taking responsibility
- Being customer-obsessed
- Leaning into learning
GROWTH
Those successful in this role usually come from similar customer-facing roles or with
relevant transferable experiences, and grow from these roles further into the lending
operations job families such as Lending Consultants, Verifications, Credit Officers, or
Payments Solutions.
