RESPONSIBILITIES
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Act as first point of contact (inbound calls/emails) for all customer and broker enquiries relating our online application form, credit policy and status of new applications
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Supporting our customers and their brokers through the loan application, approval and settlement processes via telephone and email
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Collecting and analysing customer documents to ensure it meets Wisr’s creditpolicy
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Calculating loan term and serviceability options with applicants and brokers
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Liaising with credit operations and payments teams to ensure loan applications meet our turn-around-times
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Assisting customers submit loan applications, including assisting with contract e-signatures via inbound and outbound calls
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Build and maintain external broker and customer relationships
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Work closely with Lending Consultant team to ensure we deliver exceptional service and hit settlement targets
- Handle high volume of emails ensuring it is passed to the appropriate area of the business and allowing seamless processing of customers loan applications.
MEASURES OF SUCCESS
- Number of daily calls taken
- Number of daily emails handled
- Call and email quality
- Daily team telephone grade of service (GOS)
- Daily team email response times and backlog
- Settlement targets
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
- Previous lending experience 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
- 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
- A user-level understanding of Australian banking or lending industry highly advantageous.
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, Verification Officers, Credit Officers, or Payments Solutions.
