Client Care Specialist (Back Office)

Summary of Key Responsibilities

• Handle emails to assist customers with enquiries and/or information regarding their mortgage finance
• Provide a first-class service experience in every contact with a customer
• Conduct all communications with customers with utmost professionalism and care
• Deliver first call resolution wherever possible
• Effectively build rapport and establish customer’s confidence and trust
• Identify, and wherever possible, deescalate potential customer complaints
• Maintain a high standard of technical knowledge and proficiency with various Funder’s products, policies, and systems
• Complete back office/administrative work where required to complete a customer’s service requirements
• Identify potential retention alerts, and efficiently refer to specialized team
• Doing Outbound calls
• Can do document management
• Can process other back-office tasks – Confirmation Letters, Statements & Transaction Listings
• Proactively resolve difficult issues, service requests and customer queries.
• Work closely with all stakeholders including valuers, mortgage insurers and business partners to maintain excellent service levels.
• Prepare correspondence to borrowers.
• Set up loan repayment plans for the clients.

Qualifications

• Experience in customer service in BPO/Contact Centre environment
• Minimum of 2 years college education preferred
• Experience in the financial services industry
• An understanding of mortgage industry terms and processes
• Experience in Australian business environment advantageous
• Above average English language communication skills
• Highly self-motivated and enthusiastic with a positive mindset
• Deeply committed to providing exceptional service
• Strong collaborator/team player