Loan Servicing Officer

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Job Description

Description of Department/Division

The Lending Operations & Client Assist team (LOCA) department is a combination of 4 specialised areas; New Business/Origination, Loan Servicing, and Arrears Management and Hardship. These teams manage all processes that relate to mortgage products.

Job Purpose

The Loan Servicing Customer Service Officer’s primary responsibility is to be a part of a high-performing team that delivers the desired business and customer outcomes. This role will assist the Team Manager in motivating their team and creating a customer-centric culture.

The Customer Service Officer’s focus is on the customer. Being a virtual bank, meaning a bank with no branches, one of the primary functions of the CSO is to process loan variation requests for existing home loan customers and make outbound calls to these customers to confirm requests, obtain additional information, educate on options and confirm legitimate account activity, as well as calls to other stakeholders (e.g. Brokers) to provide status updates or discuss the requests. The role will also require answering inbound calls from brokers, customers, our internal and external teams, stakeholders, and other partners.

Main Focus Areas

• Process loan variation requests.
• Perform telephony-based work with a customer-centric approach, displaying active listening with a high level of attention to detail.
• Communicate with customers and stakeholders through various channels.
• Respond and action promptly to customer enquiries and requests for status updates on their requests.
• Keep a record (e.g. diary notes) of customer interactions, transactions, comments, and complaints.
• Assist with resolving customer complaints, including providing input with investigating complaints.
• Identify customer needs through appropriate questioning techniques which comply with no-advice (and/or general advice) boundaries
• Achieve agreed productivity, quality, and compliance targets, measured using the agreed framework
• Identify and accept where skills and knowledge gaps are apparent, and work with leaders to increase and develop your expertise through coaching, mentoring, and training where necessary
• Proactively and positively work with the team and other departments to achieve business outcomes, through effective relationship building
• Work in accordance with policies, processes, and procedures, and delegations
• Work in a fully compliant manner in line with internal guidelines and obligations, and external regulatory requirements
• Ensure consistent availability to work within Lending Operations hours of operation (8:00 am – 7:00 pm) and remain 100% compliant with expectations for punctuality and attendance
• Perform other duties and special projects as required
  
  

Role Specific Capabilities

• Ability to recognise, analyse and solve problems
• Strong numeracy and communication (both oral and written) skills
• High level of attention to detail and commitment to quality
• Flexible and willing to try different approaches to reach successful outcomes
• Understanding of compliance framework and regulations such as privacy, KYC & AML
• Knowledge and experience in using complaints procedure
• Passionate about helping people and excited about a career in Customer Service
• Positive attitude and desire to make a difference
• Thrives from working in a team environment with high-performing people
• Ability to build effective working relationships with both internal & external staff
• Conflict resolution and negotiation skills
• Strong understanding of team and business requirements
• Comfortable with being measured and is accountable for own performance and results
• Strives to identify efficiencies and improvements to how we operate
• Ability to handle high work volumes and perform effectively under pressure
• Time management and ability to keep to deadlines
• Desire and ability to constantly develop and maintain Customer Service skills
• Experience in multi-tasking to meet all work requirements & timeframes
  
  

Qualification/s

• 2 to 3 years with an Australian lending/mortgage company, preferably in financial services, with a mixture of Home Lending and/or Contact centre roles
• Previous experience in a fast-paced customer-focused environment is desirable
• Banking experience preferred
• Highly desirable experience with processing loan servicing requests
• Knowledge of NTBS, BPMS, App Centre Docuprep, & PowerBI systems is preferred but not required
  
  

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