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Support Analyst - Financial Services

Job Title: Support Analyst - Financial Services
Location: Sydney
Reference: 3174155
Contact Name: Reece
Job Published: October 06, 2020 10:16

Job Description

We're working with a Prestigious ASX Listed Financial Services organisation who are looking for a Level 1/2 Support Analyst to provide outstanding customer experiences to the business and their retail branches. Your team plays a pivotal role in providing excellent customer service, operational and system support by ensuring fast, quality resolution of business enquiries and cases to improve their ability to conduct business.

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
Knowledge & Experience required;
  • 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
If you are interested in hearing more about this role! Apply now, Reece!

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