Position Description – Client Care Officer

Your purpose within our business

To complete all customer service tasks related to our clients once their home loan has settled, predominantly related to the processing of the clients’ redraw requests. This is one of the most essential roles in our business.

Your responsibilities

- Check the redraws Gmail inbox throughout the day
- Complete redraw requests
- Respond to clients’ enquiries
- Build relationships with clients
- Update cashflow forecasting spreadsheets when required
- Alert the Money Coach to client issues or concerns
- Complete tasks
- Manage tickets
- Send Public Holiday Email and SMS
- Construction Payments
- General administrative work as and when needed

Your day

1. Triage the email inbox
2. Complete Advantedge redraws
3. Complete Origin and Well Nigh redraws
4. Work through the redraws task list in Hubspot
5. Respond to non-redraw emails
6. Check tickets

KPIs

- ZERO missed redraw requests
- Progressively improve redraw processing speeds

Essential skills required for this role

- Very high attention to detail
- Ability to work quickly
- Confidence with technology
- Positive attitude
- Excellent communication skills

📌 Client Care Officer – Remote (Australia)
🏢 Crown Lending
📍 Australia