Servicing Officer
5 hours ago
About RAM
RAM Australia Services No. 2 PTY LTD is an Australian owned, based and regulated non-bank lender with offices in Sydney, Melbourne, Brisbane, Hong Kong and Shanghai that focuses on providing Australian residential home loans to its customers.
Job Purpose
The Servicing Officer oversees the daily operations of the Client Services Team to ensure exceptional service delivery, operational efficiency, and team performance. This role involves developing processes, managing team members, analysing key performance indicators (KPIs), and driving continuous improvement initiatives in an omni channel environment.
Key Responsibilities
- Perform Transactions for our customers and stakeholders in a timely manner within Agreed SLAs
- Adapt to data quality trends for process improvement at training needs
- Handle calls and emails to deliver exceptional client experience
- Provide outstanding service through the post settlement process
- Negotiate suitable solutions based on each client's unique situation with the guidance of the team leader
Requirements
- Bachelor's degree in business administration, Management, or a related field
- At least 2 to 3 years of experience in customer relations or client management within the mortgage sector
- Working with both voice-based & back-office staff members
- Customer-centric
- A working technical knowledge for all things for servicing, from processing to reconciliation
- Proficiency in CRM software and other customer service tools
What's in it for you?
You'll be part of an incredibly fun and rewarding business that values its people and customers, and you'll love the work-life balance that we support. There'll be lots of opportunity to develop new skills, to collaborate with rewarding outcomes and to be part of a journey that promises to be an exciting and engaging experience.
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