KEY RESPONSIBILITIES
- 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
- Ensure all communications with customers are documented and recorded in accordance with company policy
- Build and maintain external broker and customer relationships
- Work closely with the Lending Consultant and Credit Operations teams 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.
- Respond to social media enquiries 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 negotiate and advocate for customers with internal teams, including the ability to understand and apply processes in different configurations
- Solid verbal and written communication skills with the ability to speak appropriately with people of all levels
- Excellent attention to detail, time management skills and ability to multi-task
- Keen interest in achieving settlement targets within set timeframes
- A genuine interest in finding solutions for customers
- 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
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A user-level understanding of Australian banking or payments processes including
BPAY and electronic funds transfers
