Job Title : Customer Service Officer (Max-Term Contract - 12 months) Location : North Sydney Employment Type : Full-Time Industry : Financial Services / Consumer Lending

An established consumer lending fintech business is seeking a customer-focused and operationally strong Customer Service Officer to join their Customer and Merchant Operations team.

In this role, you will support customers and merchant partners across the full loan lifecycle

Key Responsibilities

- Act as a primary point of contact for customers and merchant partners across the loan lifecycle
- Liaise with customers, merchants, and internal teams to resolve queries, escalate issues, and ensure timely outcomes
- Triage and manage complaints and escalations in accordance with Internal Dispute Resolution (IDR) requirements
- Support collections and merchant service activities in line with compliance and contractual obligations
- Perform verification and administrative checks to support accurate and compliant credit decisioning
- Maintain high standards of service quality, compliance, and turnaround times in a high-volume environment
- Build and maintain strong relationships with merchant partners to ensure a seamless customer experience
- Identify recurring service issues and proactively contribute to process, system, and customer communication improvements
- Collaborate with Credit, Collections, and Product teams to enhance operational efficiency and customer outcomes

About You

- Proven experience in customer service, operations, or client support within financial services, consumer lending, or fintech, ideally in a high-growth environment
- Working knowledge of Australian consumer credit regulations and frameworks, including NCCP,



ASIC RG209, and IDR/EDR obligations
- High attention to detail, with the ability to perform verification and administrative checks to support accurate and compliant credit decisioning
- Experience using CRM platforms and customer support tools in a high-volume operational environment
- Demonstrated ability to manage competing priorities and resolve issues effectively while maintaining service quality and turnaround times in a high-volume environment
- Robust stakeholder management skills, with the ability to collaborate across internal teams and build effective relationships with merchant partners
- Proactive mindset with the ability to identify recurring service issues and contribute to process improvements, documentation, and knowledge base development
- Understanding of collections and merchant support processes, including working within compliance and SLA-driven environments
- Flexibility to work shifts, including weekends, to support business and customer needs

Nice to Have

- Experience handling IDR cases or liaising with external dispute resolution schemes (e.g. AFCA)
- Exposure to merchant or partner support functions
- Familiarity with customer experience metrics (e.g. CSAT, NPS) and QA processes
- A passion for customer-centric innovation and continuous operational improvement

What will you get in return?

- Competitive salary aligned with market standards
- Flexible working arrangements
- A collaborative and high-performance team culture
- Career growth opportunities within a scaling fintech lending business
- Ongoing training and professional development

What you need to do now ?

Pay: $80,000.00 - $90,000.00 per year

Work Location: In person

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