Customer Solutions Specialist

Who is Shift?
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 25,000 businesses, providing over $3.5 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.
About the role:
The Customer Solutions Specialist supports customers through the onboarding process, ensuring a smooth and positive experience from application to settlement. Assesses applications, makes credit decisions within scorecard frameworks, and matches Shift products to meet customer needs.

The role is solutions-driven, assisting business owners or brokers in identifying the most suitable product, positioning Shift competitively in the market.

Based in North Sydney, we offer hybrid work flexibility with a minimum of three days in the office.
What you'll do:

- Assist business owners and brokers in identifying the most suitable product based on needs and circumstances with expert knowledge on Shift's products.
- Explain key features and benefits of Shift.
- Position Shift competitively in the market and secure customer commitment.
- Own the customer onboarding journey, including registration and compliance requirements for onboarding.
- Make credit decisions within authority levels or escalate where required.
- Maintain accurate records and systems.
- Answer inbound customer calls as part of a rotating roster within the team.
- Comply with lending guidelines and regulatory obligations.

What you'll bring:

- Experience in a lending, credit assessment, customer onboarding, or sales role within financial services.
- Demonstrated ability to position products in a competitive market and convert enquiries to settled deals.
- Proven track record of delivering high-quality customer service and meeting performance targets.
- Excellent communication skills – strong written and verbal communication, active listening, and confident phone skills.
- Relationship building with customers, brokers, and stakeholders.
- Strong product knowledge and ability to match products to customer needs.
- Technical systems knowledge (CRM, loan origination, onboarding platforms).
- Negotiation and sales skills, including overcoming objections, closing deals, and building commitment.
- Problem-solving to address immediate customer needs.
- Have a baseline knowledge of credit and be able to make decisions within defined scorecards and frameworks.
- High attention to detail and organisation in managing multiple onboarding processes concurrently.

Key benefits:

- Collaborative teams – a flat structure means everyone can learn from colleagues and senior leaders around the business.
- Be involved – come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.
- Flexible working environment – we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.
- Family support – industry leading 26 weeks paid parental leave.
- Varied workspaces – our office enables areas for collaboration, brainstorming and socialising as well as focus zones.
- Range of benefits supporting your physical, psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.

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