Client Experience Officer

**Role Brief**

**Client Experience Officer, NSW
**About Credabl**

Hi, we’re Credabl Being nimble, flexible and responsive with the client top of mind are very important to us. Servicing the medical and healthcare professions means we use a human-to-human approach. Our shared purpose is to help our clients realise their goals and empower them to serve the greater Australian community.

In a fast-paced, agile and entrepreneurial environment, we encourage our people to
_Fuel Ambition_. They take the initiative, aim for excellence, stay curious with a growth mindset, provide high-touch experiences and are digitally minded.

We place high value on embracing excellence and bringing the energy needed to fuel the ambition. Our culture and work environment embraces belonging together as a team and keeping it real.

Credabl is an equal opportunity and LGBTI-inclusive employer.

**Scope**

We are seeking an NSW-based CX Officer superstar who will act as the first point of contact for clients enquires. These enquiries may be received directly from clients or indirectly through other areas of the business. Located in our Sydney office, you will play an important role in supporting the business by delivering outstanding customer service. The CX Officer will also assist in the maintenance of client and deal data in our systems where required as well as ad hoc administrative duties required by the business.

The role offers fast-tracked opportunities, career progression, and an opportunity to work across the business.

This is an exciting opportunity to join a truly dynamic team in an Australia-wide financial services organisation, with a dedicated focus on the medical, dental, veterinary and healthcare professions.

**Key Responsibilities**:
**Client Service Enquiries**
- Assisting with the preparation of documentation
- Attending to enquiries from internal team members regarding contract information
- Assisting clients with commercial and residential contract enquiries
- Providing statements, letters and documents as per client requests
- Loan maintenance such as updating client details and making changes to existing loans
- Work closely with sales and operational staff to ensure client requests are met in a timely and accurate fashion
- Preparing welcome letters and statements for contracts
- Liaising with third party vendors such as solicitors and lenders with ad hoc enquiries and requirements
- Assisting operational teams with daily functions where needed
- Ad hoc administration duties

**Administration**
- Ensure all client enquiries are handled in a professional and timely manner
- Liaising with internal and external stakeholders in relation to client matters
- Measurement and monitoring of call metrics
- Provide administrative support to the business where required including collation, filing and maintenance of client documents
- Ensure all activities comply with business, compliance and legal requirements
- Involvement if various projects across the business where required

**Key Requirements**:
**Knowledge**
- Relevant tertiary education, desirable not essential.
- Experience within the Banking, Financial Services or related industry.
- 1-2 years experience in customer service, desirable not essential.
- Use of technology to enhance efficiencies and processes

**Skills**
- Strong interpersonal skills.
- Excellent written and oral communication skills.
- Good analytical and problem-solving skills.
- Exceptional attention to detail.

**Abilities**
- Demonstrates a solutions mindset (internal/external), goes beyond what is required to achieve the best outcome.
- Puts the client and broader team at the heart of everything they do, who collectively contributes to delivering a great client experience.
- Is thorough, carefully reviews and checks accuracy of own work.
- Diligent in the execution of tasks and meets deadlines.
- Is aware of and supports existing stakeholder relationships.
- Demonstrates curiosity, flexibility, and openness to change.
- Applies a learning mindset, willingness to learn from others and continuously build on prior knowledge and experiences.

**Experience**
- Experience within the Banking, Financial Services or related industry.
- 1-2 years’ experience in customer service, desirable not essential.

**Benefits**

Credabl offers an innovative and diverse culture, along with an approachable leadership team across a flat structure. We offer our people flexibility, a competitive compensation package, work-life harmony and even birthday leave. Our leaders actively foster career paths, learning and development, plus personal growth, to ensure you grow and progress with us.

Our people feel valued and well-supported, equipped with the technology to enable efficient hybrid/flexible work. To maintain a safe and healthy workplace for everyone, the company follows its COVID-19 policy. We have fun, embrace coming together to boost productivity and workplace learning, and take pride in strengthening