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About the role
Key responsibilities & impact- Oversees a small team of Customer Solutions Specialists, providing coaching, guidance, and support to ensure team members deliver exceptional customer experiences.
- Meets onboarding and credit decision standards, and achieves performance targets.
- Assists business owners in identifying the most suitable product based on needs and circumstances.
- Allocates and monitors workloads and rosters within the team.
- Provides training, coaching, and feedback to improve skills and product knowledge.
- Handles escalated customer cases working with multiple stakeholders.
- Owns the customer onboarding journey from registration through to credit decisioning, ensuring a smooth experience.
Requirements
What you’ll need- Experience in lending, credit assessment, customer onboarding, or sales within financial services.
- Strong customer service and relationship management skills with the ability to convert opportunities into settled deals.
- Good understanding of credit fundamentals and ability to make decisions within defined frameworks and scorecards.
- Strong communication, stakeholder management, and team collaboration skills.
- Ability to resolve problems, handle objections, and make decisions under pressure.
- Strong organisational skills with the ability to manage multiple onboarding processes at once.
- Comfortable using systems and technology, with strong attention to detail and focus on continuous improvement.
- Proven track record of delivering high-quality customer service and meeting performance targets.
Benefits
Comp & perks- Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
- Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
- Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
- Family support – industry leading 26 weeks paid parental leave.
- Purpose built spaces within our office – designed for collaboration, brainstorming, socialising, and focused work.
- Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LendingCredit FundamentalsPerformance TargetsDecision MakingProblem Resolution
Soft Skills
CommunicationRelationship ManagementTeam CollaborationOrganisational SkillsAttention to Detail