Customer Support Agent
Description
KEY RESPONSIBILITIES - EXISTING CUSTOMER SUPPORT
- Act as first point of contact (inbound calls/emails/webchat) for all customer enquiries post settlement of their loan.
- 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.
- 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, troubleshooting dishonour repayment enquiries.
- Tier one support for the client's Financial Wellness Products.
- Respond to social media enquiries and reviews.
MEASURES OF SUCCESS
- Number of daily calls taken
- Number of daily emails handled
- Call, email and webchat quality
- Daily team telephone grade of service (GOS)
- Daily team webchat grade of service (GOS)
- Customer NPS and reviews
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
- 12-18 months fast-paced telephone-based role experience
- Follows process with limited support, suggests improvement
- A proven track record 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 - 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.