Satellite Office Careers

Description

RESPONSIBILITIES  

• 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
  
• Supporting our customers and their brokers through the loan application, approval and settlement processes via telephone and email
  
• Collecting and analysing customer documents to ensure it meets Wisr’s creditpolicy
  
• Calculating loan term and serviceability options with applicants and brokers
  
• Liaising with credit operations and payments teams to ensure loan applications meet our turn-around-times
  
• Assisting customers submit loan applications, including assisting with contract e-signatures via inbound and outbound calls
  
• Build and maintain external broker and customer relationships
  
• 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.