Customer Experience Manager

7 days ago

Sydney, New South Wales, Australia The Nudge Group Full time $90,000 - $120,000 per year

Customer Experience Manager, Sydney based

This is a career defining chance to join a startup environment which benefits from the financial and operational backing of a world class organisation. You will help shape the future of our company as it quickly scales through significant milestones, enabling you to supercharge your professional and commercial growth in an environment full of potential.

Key Responsibilities

Deliver exceptional client service via the following:

  • Conduct inbound and outbound conversations with customers to support enquiries or applications and manage through the loan completion funnel
  • Manage inbound and outbound customer phone, email and web chat enquiries – pre-application, we well as support the gathering of documentation as part of application assessment and settlement process
  • Case manage customer applications from application to settlement, utilising exceptional time management and relationship building skills
  • Take an ownership mindset to the continuous improvement our procedures, record keeping and tracking
  • Maintain strong record keeping and file management practices to support regulatory compliance, excellent client service standards and allow product, risk and other management insights at both customer and portfolio level
  • Proactively liaise with Credit and Compliance functions to deliver highly responsive and well informed communications and actions for our customers
  • Become a Subject Matter Expert on what it takes to deliver an outstanding Customer Experience

Experience required:

  • Experience working in
    Financial Services/Lending/Mortgages
    with related
    experience in customer relationships, preferably dealing with brokers
  • Exceptional client management skills combined with engaging communication style
  • Growth mindset with ability to build deep understanding of our products, systems and processes while demonstrating high EQ and care for our customers
  • Intellectual curiosity with great problem solving skills
  • Solutions-focused, engaging and consultative team player with collaborative and supportive spirit
  • Enjoys working in a fast-paced, dynamic working environment with a breadth and depth of responsibilities beyond a typical client role
  • Proactive, loves meeting new people and listens actively and genuinely

Apply now Nicolle Hann-Dunbavin

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