Customer Support Agent

Customer Service And Sales Taguig City, National Capital Region

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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. 

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