Customer Support Representatives provide a critical front line of support via telephone, email and webchat for the client's customers. Customer Support Representatives coordinate within our teams to provide customers with information on our products and services, loan servicing queries, new loan applications and technical support with our products.
KEY RESPONSIBILITIES
Act as the first point of contact (inbound calls/emails) for all customer and broker enquiries relating to our online application form, credit policy, the status of new applications and all customer enquiries post-settlement of their loan.
Liaising with credit operations and payments teams to ensure loan applications meet our turn-around-times
Liaising with payments and collection teams to ensure customers are being supported when going through financial hardship.
Facilitating customers who wish to pay out their loan, amend account details and set up payment arrangements.
Assisting customers submitting loan applications, including assisting with contract e-signatures
Ensure all communications with customers are documented and recorded in accordance with company policy
Build and maintain external broker and customer relationships
Work closely with the Lending Consultant, Lending Representatives, Verifications and Credit Operations teams to ensure we deliver exceptional service and hit settlement targets
Handle high volume of emails, ensuring these are actioned or passed to the appropriate area of the business allowing for seamless processing of customer requests
Support operational payment functions such as confirming funds are allocated to loans, and troubleshooting dishonour repayment enquiries.
Respond to social media enquiries and reviews.
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
Previous lending experience is highly advantageous.
A proven track record of providing excellent customer service in a fast-paced environment
Ability to negotiate and advocate for customers with internal teams, including the ability to understand and apply processes in different configurations
Solid verbal and written communication skills with the ability to speak appropriately with people of all levels
Excellent attention to detail, time management skills and ability to multi-task
Keen interest in achieving settlement targets within set timeframes
A genuine interest in finding solutions for customers
The ability to build and maintain relationships with our valued broker networks
Tech savvy, inquisitive, and the ability to pick up new programmes and processes quickly
Experience managing both inbound and outbound telephone enquiries
Skills Required
- Proven track record of providing excellent customer service in a fast-paced environment
- Ability to negotiate and advocate for customers with internal teams
- Ability to understand and apply processes in different configurations
- Solid verbal and written communication skills
- Excellent attention to detail, time management, and multitasking skills
- Ability to build and maintain broker and customer relationships
- Ability to learn new programs and processes quickly
- Experience managing inbound and outbound telephone enquiries
- Previous lending experience
- Interest in achieving settlement targets within set timeframes
- Genuine interest in finding solutions for customers
What We Do
Satellite Office is a premium offshoring and staff-outsourcing provider that helps businesses build dedicated, high-performing teams in the Philippines. It recruits and supports talent across customer service, sales, IT and software development, finance, marketing, creative design, and back-office operations. Its end-to-end services include recruitment, onboarding, HR, payroll, technology infrastructure, facilities, and ongoing account management for international clients from offices in Australia, the United States, and the Philippines.
