Customer Service Specialist

MA Money offers choice and flexibility through our team of experienced lending professionals, innovative mortgage products and competitive pricing, with all applications and scenarios assessed on their own merits.

As part of the MA Financial Group, MA Money has the support to further access the residential mortgage market, where there are significant tailwinds to support growth of both the MA Money loan book and MA Financial Group's ability to provide funding solutions to continue to grow across the market.

We understand the relevance of individual circumstances. We recognise that not all borrowers' mortgages need fit the same criteria. MA Money aims to improve the financial position of our customers and has helped thousands of Australian households and businesses realise their true financial potential.

When it comes to our team, we place equal importance on personal qualities and technical ability, and provide continuous learning opportunities to help our people make their ambitions reality.

At MA Money, you'll experience:

• Career growth and development opportunities
• Focus on building an inclusive and diverse workplace
• Great Sydney office location and the tools to succeed
• Collaborative environment
• Rewards and celebrations for key achievements

What we are looking for in you:

• A passion for teamwork and collaboration
• A willingness to challenge the status quo
• A 'whatever it takes to get the job done right' attitude
• Ability to thrive and grow in a fast-paced agile environment
• Knowledge of the mortgage industry and regulatory environment
• Strong phone contact handling skills and active listening
• Excellent written, oral, and interpersonal communication skills
• Minimum 3 years' experience in the financial services mortgage industry, preferably in the non-bank lending sector
• Minimum 2 years' experience in a Customer Service environment
• Good understanding of home loan repayments, including but not limited to, direct debit requirements, redraw, and offset accounts
• High degree of attention to detail with excellent customer service knowledge
• High degree of competency in language, computer, and web applications
• Professional, organised, and able to work autonomously
• Driven and self-motivated to exceed targets and strive for excellence

What will you be doing:

The purpose of the role is to service a portfolio of existing home loan customers with everyday queries and requests for their home loans, whilst providing "best in class" service. You will use your excellent customer service skills to provide a great customer experience, both verbally and written, as well as identifying opportunities for customer retention.

Main responsibilities include, but are not limited to:

• Answering large volumes of incoming calls and email enquiries
• Identifying and fulfilling customers' needs to achieve satisfaction
• Processing requests from customers and brokers for statements and other documentation efficiently and timely
• Handling customer and broker requests including, but not limited to: repayments, balances and payout figures, Direct Debit amendments, redraw requests
• Processing rate review requests for retention purposes and identifying retention opportunities
• Maintaining records and notes of customer interactions and document filing accurately
• Identifying and providing appropriate solutions and alternatives
• Following communication procedures, policies, and guidelines
• Recommending process improvements through workflow monitoring and feedback
• Supporting team members and other departments
• Maintaining security and confidentiality of all personal and corporate information
• Performing effectively in a high-pressure environment while contributing to a fun, energised, and dynamic startup culture

This is a customer-focused and results-driven environment, with opportunities to develop your skills and experience in the non-bank lending industry and play your part in sustaining and growing our business.