Customer Service Officer

7 days ago

Manila, National Capital Region, Philippines Colcap Servicing Pty Ltd - Philippine Branch Office Full time

Position Summary:

The Customer Service Officer is responsible for managing and responding to finance-related enquiries, processing loan documents, and ensuring all customer interactions are handled efficiently and professionally. This role requires excellent communication skills, attention to detail, and the ability to manage multiple tasks simultaneously.

Principal Accountabilities:

Email Enquiries:
  • Read, action, and reply to email enquiries.
  • Liaise with Business Development Manager (Broker) for escalation when necessary.
Inbound Calls:
  • Answer inbound calls related to contact number enquiries.
Batch Processing:
  • Collate all information for each request received by email for once-a-week batch processing.
  • Prepare and send drawdown request batches to settlements for processing on a defined day.
SFO Registration Portal:
  • Create an SFO registration portal in Formstack.
SFO Agreements:
  • Create SFO Agreements based on SFO registrations.
  • Load agreements onto DocuSign and issue them to SFOs.
  • Compile the final document once all SFOs have signed and send it to the customer for execution.
Document Preparation:
  • Prepare customer loan documents and DDR forms.
  • Issue documents to customers for execution via DocuSign.
  • Ensure all required documents and information for loan establishment are provided and satisfactory.
  • Perform Securities in Order checks to ensure due diligence and responsibilities are met.
Customer Letters:
  • Understand the purpose of each customer letter and create them when directed.
Document Management:
  • Upload documents into Capital (Coral).
  • Access customer loan files when needed.
Motions and Supporting Documents:
  • Prepare and send out motions and supporting documents, including: Cover Letter, Loan Contract, Motions, SFO Agreement, and Working Capital Facility Contract.
  • Once approved, send documents to Strata Managers via email.

Qualifications and Competencies:

  • Excellent verbal and written communication skills.
  • Strong organizational and multitasking abilities.
  • Proficiency in using DocuSign, Formstack, and other relevant software.
  • Attention to detail and accuracy in document preparation and processing.
  • Ability to work independently and as part of a team.

Preferred Experience:

  • Previous experience in customer service or finance-related roles.
  • Familiarity with strata loans and related documentation processes.
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