Job Description
What you will be responsible for;
- Respond to and resolve enquiries via self-service case logging, webchat, phone calls and email within agreed timeframes, keeping the business informed of the status of their cases through to resolution.
- Provide timely answers to questions raised by the business & moderate discussions within allocated areas of subject matter expertise.
- Provide functional and technical user support to sales team and stores on systems, processes and technology within the environment
- Liaise with relevant internal and external teams for additional information to resolve specific enquiries
- Escalate cases to the Technology & Digital Transformation teams (Level 2) were required to resolve technical issues reported by the sales team.
- Escalate Level 2 cases to Product, Enquiry Optimiser to resolve Product/lead-related issues.
- Log cases to an external provider and monitor case progress to resolution and business appraised of the same.
- Assist the business in structuring loans for specialised lending (e.g. SMSF, Guarantors etc.) within the systems.
- Provide effective education and information to the business and stores, and peers, on best practice use of systems and technologies (e.g. Toolbox, Apply Online)
- Continuous improvement of processes, knowledge, systems and self-service capabilities to reduce business cases.
- Develop peer, cross-functional and cross-business relationships to maximize best practice sharing and deliver customer-centric functional and technical support.
- Record accurate and timely case notes to keep the sales team appraised of case progress and allow for problem analysis and prompt escalation.
- Undertake training or other learning activities on assigned subject matter related to services and systems supported by the team
- Create, review and update knowledge articles, self-help guides and documentation relevant to users and stores
- Conduct User Acceptance Testing to support software releases of systems e.g. Toolbox, Apply Online as sales team require assistance on these systems in the majority of cases.
- Other duties as may be required from time to time
- 2+ Years of experience in Customer Service, Service Desk or User Support role
- Experience in a lending or financial services organization
- Understanding and rapport with high-performance sales teams
- Practical / Specialist/Technical Skills:
- Case management, escalation and customer service skills
- Technical support (Line Level 1) experience in a Microsoft Windows User Environment
- Customer service recovery resolution skills
- Experience with remote support tools, web-based systems and platforms
reece.richardson@perigongroup.com.au