Client Service Manager

2 weeks ago

Sydney, Australia Impel Management Pty Ltd Full time

CBD Location / flexible working conditions
- Build out a brand new team
- Continuous growth

Our client, an expanding asset finance company is seeking a Client Service Manager to oversee the Client Service Team.

This role will also offer the opportunity to build out a brand-new Complaints Team from the ground up.

**The key responsibilities of the role include**:

- Implement strategic initiatives to encourage and motivate the team
- Drive engagement and maintain a culture of continuous learning and development
- Ensure exceptional customer experience by monitoring and ensuring all customer and broker requests are completed accurately
- Assist Team Leaders with conducting monthly quality assurance review
- Manage the entire hardship and complaints process
- Handle escalations and unresolved complaints with both clients, brokers and 3rd parties
- Review, assess and aim to resolve IDR/EDR in line with ASIC and AFCA regulations
- Assist with setup of the new consumer loan servicing platform

**To be considered for this position you will**:

- Minimum 5 years’ experience leading a loan servicing team within asset finance
- Proven experience managing, coaching and developing a team
- Knowledge of current legislative requirements within Financial Services including ASIC, AFCA etc.
- Experience handling IDR & EDR complains within financial services
- Knowledge of various asset finance loan products
- Strong leadership and communication skills

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