Concierge/Customer Experience Officer

We are looking for a Concierge/Customer Service Officer who will be the first point of contact for the customer as they embark on their mortgage journey with us.

Role start

Area

Location

Employment Type

Flexible

Customer Service

Double Bay

Full Time

Start Date – Flexible

Area – Concierge/Customer Experience Officer

Location – Double Bay

Employment Type – Full Time

About the Role

The Opportunity:

We are looking for a Concierge/Customer Service Officer who will be a brand ambassador and the first point of contact for the customer as they embark on their mortgage journey with us. You will be joining a team who are passionate about their work and pride themselves on their customer-centred approach to mortgage broking, providing 6-star service to each and every client.

You will be an ‘all-rounder’ that willingly provides a range of timely administrative and customer support services to ensure we deliver on our promise to continually exceed our client’s expectations and maintain long term relationships.

If you have the motivation to learn, we will provide you with the training and support to thrive.

Key Responsibilities:

Resolving enquiries with customers via phone, email, and social media in a professional and timely manner
Speaking to customers over the phone, discussing and understanding their needs and completing high level pre-qualification of their situation
Referring and booking client appointments with our network of brokers
Identifying, and executing on referral opportunities for customers who may require assistance with other aspects of their mortgage journey
Acting as a continual touch point for customers, from initial enquiry through to settlement and post-settlement
Working as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow
Driving customer loyalty, advocacy and retention through exceptional customer interactions
General administrative and office support may also be required from time to time

Qualities and Skills of the Ideal Candidate:

Experience in a customer facing environment that is fast-paced and ever-changing
Exceptional communication skills with demonstrated ability to deliver service that promotes customer loyalty and advocacy
A genuine passion for speaking to people on a day-to-day basis and enjoy building rapport
A willingness to take ownership and be accountable for creating an exceptional customer experience
A team player

Background in finance or mortgage broking will be well-regarded, but not essential.