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