As a Customer Service Officer in an asset finance company, your primary responsibility will be to provide exceptional customer service by attending to all enquiries received through our partner channels and online platforms. You will primarily communicate with customers via phone, email, and SMS to address their queries, provide information about various financial products (such as car loans, personal loans, business loans, and home loans), and guide them through the application process. Regular follow-up with customers and document collection will also be part of your role. This position is based in Docklands, Melbourne but serves customers nationwide across Australia.
Key Responsibilities:
- Customer Communication: Engage with customers primarily through phone calls, email, and SMS to provide prompt and accurate responses to their enquiries regarding asset finance products. Deliver exceptional customer service by addressing their concerns, explaining loan options, and assisting with any additional information they require.
- Partner Channel Support: Collaborate with partner channels to understand their requirements, ensure a smooth flow of customer enquiries, and provide timely updates on loan applications. Build strong relationships with partners and effectively address their queries or concerns.
- Regular Follow-up: Conduct regular follow-ups with customers to provide updates on their loan applications, resolve any outstanding issues, and guide them through the necessary documentation and verification processes. Maintain a proactive approach to ensure timely completion of loan applications.
- Document Collection: Collect and verify customer documents required for loan applications, adhering to regulatory and company guidelines. Ensure accuracy and completeness of documents and promptly address any discrepancies or missing information.
- Sales Support: Collaborate with the sales team to assist customers in understanding loan products, eligibility criteria, and the application process. Provide sales support by identifying opportunities to upsell or cross-sell relevant financial products to customers.
- CRM Management: Utilize the company's CRM system, Salestrekker, to manage customer interactions, update customer profiles, record communication details, and track the progress of loan applications. Ensure accurate and up-to-date information for effective customer service and reporting purposes.
- Compliance and Regulations: Adhere to all relevant compliance and regulatory guidelines, such as those set by the Australian Securities and Investments Commission (ASIC) and the company's policies. Maintain confidentiality and handle customer data in accordance with privacy regulations.
Qualifications and Skills:
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
- Ability to effectively communicate and engage with customers over the phone, email, and SMS.
- Strong customer service orientation with a passion for delivering exceptional experiences.
- Detail-oriented with excellent organizational and follow-up skills to manage multiple customer inquiries and applications simultaneously.
- Ability to work collaboratively with internal teams, including sales, credit, and operations.
- Familiarity with asset finance products and understanding of the loan application process is preferred.
- Proficiency in using CRM systems (preferably Salestrekker) and other relevant software applications.
- Goal-oriented mindset with the ability to identify sales opportunities and provide sales support.
