New South Wales
Mortgage House is an award winning finance company with over 30 years' experience providing exceptional levels of service to our valued customers. We are transforming the way we work to better serve our customers, and need people who are just as dedicated and passionate in delivering exceptional customer service. POSITION SUMMARY As a Customer Solutions Officer within our Customer Solutions Team you play a key role in ensuring our customers receive excellent service and are cared for post settlement across a number of portfolios. This role is critical to the retention of our valued customer base.
KEY RESPONSIBILITIESEnsure Mortgage House customers are supported every step of the way by working collaboratively with all teams such as Settlements, Lending, Retention, Credit and Collections Help customers by assisting with a smooth transition from settlement to post care support Deliver customer solutions both over the phone and through emails - this is not a traditional center role Drive referrals by identifying opportunities to further assist customers Assist customers with payment related matters such as setting up direct debits Assist the Variations and Constructions Officer with the processing of conversions and product changes Process settlements disbursements, expiries and discharges Assist with customer administration tasks Assist in resolving customer disputes within delegation. PERSONAL ATTRIBUTESDedicated customer service professional who is passionate about providing an excellent customer experience at all times Ability to establish rapport and resolve inquiries effectively and accurately through advanced customer service skills such as active listening High level of attention detail with the ability to multi-task whilst maintaining excellent service and data integrity Team player, able to adapt and demonstrate flexibility to support a small team across multiple tasks Motivated to achieve or exceed service level agreements SLAs Demonstrated initiative to solve problems utilising technology, finance/banking knowledge, relationships, support mechanisms and peers Enjoys the challenge of maintaining SLAs whilst working under pressure. BENEFITSOpportunity to become a subject matter expert and leader in the field of customer service in a forward thinking, technology savvy organisation where you efforts and achievements will be appreciated Please note you will be required to complete a criminal history check and provide evidence of your working rights. The application form will include these questionsWhich of the following statements best describes your right to work in Australia-What's your expected annual base salary-How much notice are you required to give your current employer-Do you have customer service experience-How many years' experience do you have in the financial services industry-
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