Official role title: Customer Service Specialist
Summary:
The purpose of the role is to service a portfolio of existing home loan customers with everyday queries and requests for their home loans whilst providing best in class service.
Detailed Job Description:
- Ensure the delivery of best in class customer service and continually stay ahead of market and global trends relating to customer service delivery
- Answering large amounts of incoming calls and email enquiries
- Identifying and fulfilling customers needs to achieve satisfaction
- Process requests from customers and brokers for statements and other documentation in an efficient and timely manner
- Process requests from customers and brokers for details of their home loans, including but not limited to repayments, balances, and payout figures
- Maintain records and notes of customer interactions and filing documents in an accurate and timely manner
- Handling complaints, providing appropriate solutions and alternatives
- High aptitude for following communication procedures, guidelines, and policies
- Provide general information and support to other team members both within Customer Service and other departments
- Be able to work autonomously and demonstrate attention to detail, including having strong data entry skills with a high accuracy rate
- Can work effectively in a high-pressure environment whilst also adding to the culture a fun, energized, dynamic start up environment
Knowledge, Skill-set and Experience Required:
- Must have background in Australian mortgage specifically in post-settlement/servicing
- Minimum of 2 years experience in the financial services industry (non-bank lending)
- Excellent written, oral, and interpersonal communication skills
- Strong phone contact handling skills and active listening
- High degree of competency in language, computer, and web applications
- Minimum 1 year experience in a customer service environment
- Attention to detail with excellent customer service knowledge
- A passion for teamwork and collaboration
What We Offer:
- Dayshift with Sat-Sun off - more time to spend with the family
- Leave accrual upon hiring
- Specific client-initiated benefits
- HMO on day 1 principal and 1 dependent
- Php2,000 transportation allowance upon confirmation to regular status
- Guaranteed salary review upon regularization and every anniversary date
- Monthly out-of-office anti-burn-out activity (monthly coffee break)
- Team lunch every last Friday of the month
- Birthday treats
- Company-wide engagement activities
- Be part of a company that values its employees
- Career planning and development opportunities
