Description:
An exciting opportunity to join one of the fastest growing and award winning mortgage managers. Based in North Sydney we currently have over 40 branches in NSW , VIC, QLD and are continuing to expand nationwide. As we and our customer base grow we are looking for an experienced Service officer to join our expanding team.
The Role:
Reporting to the Service Operations Manager, you are responsible for responding to emails and phone enquiries from our customers, branches, brokers and solicitors and accurately and efficiently responding to customer needs whilst maintaining the highest level of service. You will also be required to liaise with our funder group and their solicitors to ensure home loan post settlement requests and discharges are met and any issues are resolved to ensure a great customer outcome. Post settlement covers a range of enquiries including and not limited to enquiries around direct debits, offsets, statements, redraw, interest rates, missed repayments, substitution of securities, subdivisions, partial and full discharge. You will also be involved in data entry, reporting and other tasks with NO sales. As we grow so too will this role, you will have opportunities to work with various parts of the business and be involved in some project work.
Key Responsibilities:
- Servicing our customer enquiries via phone and email including any required call backs
- Liaising with multiple funders to assist in any post settlement service requests
- Assisting with home loan discharge settlement process including liaising and/or instructing solicitors
- Assisting with conflict resolution for our customers
- Data entry and weekly reporting
To be successful in this role you must:
- Must be able to travel and work in North Sydney
- Have a passion for going above and beyond customers expectations to resolve any enquiries
- Have customer service experience (min 2 years)
- Have a good understanding of the home loan discharge process
- Have excellent written and verbal communication skills with the ability to engage customers by using language they understand
- Have ability to multi task and problem solve
- Be able to work autonomously and have a strong attention to detail
- Have some experience and understanding in lending, preferably home loans (min 1 year).
- Want to be part of a supportive, great and friendly team and be willing to commit to at least 12 months in this role.
- Being able to clearly communicate in a second language would be a great benefit, in particular Mandarin or Arabic.