Customer Support Representative

Customer Service And Sales Taguig City, National Capital Region

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Description

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
  • 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.

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