Settlements & Customer Care - Administration Officer (004 - 00150)

Overview

Looking for Filipino (Philippines-based) candidates

Job Role: Settlements & Customer Care - Administration Officer (004 - 00150)

Work Schedule: 40 hrs / week

Salary: up to 1,600 AUD / Month (Final offer will be based on the client’s assessment, as well as your experience and background)

Contract Type: Independent Contractor Agreement; Full-Time; Remote

Who We Are: At Hunt St we help Australian companies directly hire top 5% remote talent in the Philippines. You will be hired directly by the client, typically as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is: The client is a boutique team of private lending specialists focused on offering more flexible options for both borrowers and investors.

Role Overview

We are seeking a highly skilled and detail-oriented Settlements & Customer Care Administration Officer to join our dynamic team in the non-bank lending sector. The Settlements & Customer Care Administration Officer will play a crucial role in providing support for smooth and efficient transactions to facilitate seamless settlement processes. They will provide exceptional Customer Service and act as a liaison, provide product / services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency once settlement is completed.

Settlements Responsibilities

• Provide administrative and operational support to senior settlements officers or managers, assisting in resolving settlement issues.
• Accurately enter transaction details into settlement systems, ensuring data integrity and consistency across platforms.
• Communicate with brokers, clients, and other financial institutions as required, to resolve discrepancies or issues with settlement instructions.
• Ensure that all settlement procedures comply with regulatory requirements and internal policies.

Settlements – Post-Settlement & Related Tasks

• Update CRM system with settlement date and move application to settled.
• Apply Interest Payment Schedule to the Loan in CRM system.
• Monitor Solicitors for Settlement Paperwork and supporting documents (24 - 48hrs target).
• Once in receipt of the Settlement Paperwork and supporting documents, prepare templated email for client congratulating them on the settlement of their loan and notifying them that their Direct Debit is in place.

Discharge / Refinance

• Review Title Search to determine current Mortgagee.
• Access Lenders website to obtain Discharge Form.
• Prepare/Prefill Discharge Request Forms for Borrower where required (ideal for us to complete incoming Lender / Solicitor / Authorised persons section to avoid delay in processing).
• Liaise with Broker / Borrower in relation to the process and their required steps.

Rollover / Extension / Variation

• Monitor Current matters for upcoming maturity dates.
• Prepare Arthurmac Loan Maturity Email and send to the Borrower (attach Final Letter).
• Managing the Borrower and following up to confirm their intentions if not heard from within a week.

General Fund / Business Administration

• Updating CRM system with date the loan was repaid / paid out.
• Move Application in CRM to Paid Out status.
• Keeping CRM system up to date with all notes, correspondence.
• Move application to settled and enter in settlement date.
• Save Final Letter/Certification and any other relevant documentation to the Application

Customer Service Responsibilities

• Be the primary point for customer service solution, with an unrelenting desire to add value and provide support to clients through our phone and email interaction.
• Accurately manage enquiries from start to finish, ensuring prompt and efficient resolution of all open matters and maximise first-call resolution outcomes.
• Proactively engaging clients by providing regular and timely updates and information to reduce resolution times, therefore increasing successful interactions.
• Provide accurate, valid and complete information by using the right methods / tools.
• Keep records of customer interactions, process customer accounts and file documents, ensuring accuracy and confidentiality.
• Follow communication procedures, guidelines and policies.
• Data Entry into client relationship management systems.
• Collaborating with internal teams to resolve client queries.

Customer Service Tasks

• Customer Portal Access - sending Online Portal emails after Settlement.
• Customer Portal re-generation

1. Arrears – managing arrears with BC Arrears Team
2. Repayment Frequency variations
3. Discharge Requests
4. Redraw Requests
5. Direct Debit Changes
6. Rate Retention Activity

1. Managing request for rate reductions
2. Advising on outcome of requests

• Ad hoc Customer Queries

1. Generation Ad Hoc Statements
2. Adding / Removing Offset Accounts
3. Changing of details requests – address, phone no’s etc.

• Strong communication skills, both written and verbal
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt / respond to different types of characters
• Ability to work in a fast-paced environment and multi-task, prioritise, and manage time effectively
• Administrative support to business stakeholders and clients alike.
• Co-ordination and analysis of business documentation.
• Strong attention to detail and a proactive, customer-first attitude
• Previous experience in a customer service role (preferably in financial services) is an advantage

Before applying note: This application includes a video assessment provided by the client. If you’re not comfortable with creating a video assessment, that’s completely okay—feel free to explore other opportunities with us. Additionally, as part of the independent contractor agreement, our clients are not obligated to provide you with equipment, so you will need to use your own. Thank you

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