Client and Community Support

1 day ago

Grafton, New South Wales, Australia Many Rivers Microfinance Ltd Full time $60,000 - $90,000 per year

Many Rivers exists to help Indigenous and other Australians in disadvantaged circumstances to improve their situations through the provision of microenterprise and community economic development support. We create change and economic opportunities through the work we do. Inspired by Christian values we provide a culture centred around Care, Respect and Accountability.

About the Role

As a Client and Community Support Officer, you will be the first point of contact for our clients. This position can be based in our Grafton Office or you can be based in Sydney from home (you must be able to travel to Grafton for training and workshops). We are looking for a strong team player who is passionate about quality and delivering great customer service. The successful candidate would need to be confident on the phone and experienced in a range of administration duties.

What success looks like:

  1. Self-motivated to exceed client expectations by consistently applying client centred approach to decisions and service levels.
  2. Attentive and a genuine listener with concern for accuracy and detail.
  3. Proven ability to make effective decisions to resolve the client's enquiry on the first call.
  4. A quick learner with ability to continually understand Many Rivers products, services and methodologies.
  5. Experience in performing under pressure when there is a difficult situation or call.
  6. Efficient typing speed that ensures relevant and accurate information is recorded in the CRM.
  7. Communicates with clarity using basic vocabulary that is professional and empathetic.
  8. Demonstrated ability to multi-task, to achieve a set of fixed daily tasks and ad-hoc requests.
  9. Proficiency in the Microsoft Office application suite including Excel, Word, and Outlook. Ability and willingness to adopt new technologies.

About you

  • Proven background in customer service environments, with the ability to build rapport quickly and confidently.
  • Quick to grasp complex computer systems.
  • Thrive in a collaborative team environment.
  • Adaptable to evolving work practices and needs.

Please submit a cover letter addressing your experience against the following criteria:

  • Demonstrated experience with, and passion for, customer service.
  • Exceptional interpersonal skills with a proven ability to navigate complex and challenging customer service situations.
  • Highly developed written and verbal communication skills.
  • Exceptional self-organisation and time management skills.
  • Demonstrated ability to multi-task, managing a set of fixed daily tasks and ad-hoc requests.
  • Acute attention to detail and accuracy.
  • Ability to create and improve processes.
  • Proficiency in technology use and proven ability to adopt new technologies.
  • Proficiency in the Microsoft Office application suite including Excel, Word, and Outlook.

Desirable Experience:

  • Experience in accounts receivable, loan arrears management, complaints management and/or collections.
  • Experience working with Financial and/or Customer Relationship Management (CRM) systems.

Next Steps

We encourage applicants to submit their applications at their earliest convenience, as we review applications as they are submitted, and may have filled the role prior to the job closing date.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks. We are committed to providing equal opportunities, suitable applicants who identify as Aboriginal and/or Torres Strait Islander are encouraged to apply.

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