Customer Support Representative

Job description

Customer Support Representatives provide a critical front line of support via telephone, email and webchat for the client's customers. Customer Support Representatives coordinate within our teams to provide customers with information on our products and services, loan servicing queries, new loan applications and technical support with our products. 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 Ensure all communications with customers are documented and recorded in accordance with company policy Build and maintain external broker and customer relationships Work closely with the Lending Consultant, Lending Representatives, Verifications and Credit Operations teams 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. Respond to social media enquiries 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 negotiate and advocate for customers with internal teams, including the ability to understand and apply processes in different configurations Solid verbal and written communication skills with the ability to speak appropriately with people of all levels Excellent attention to detail, time management skills and ability to multi-task Keen interest in achieving settlement targets within set timeframes 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