Posted a month ago
Description
This role plays a critical part in supporting the business objectives of delivering high quality service to our customers (Broker & Referral Partners). This is achieved through the accurate processing of payment data from a number of lenders to ensure that our customers receive their income accurately and on time.
This is a 16 month maternity contract role.
What you'll do:
1. Data entry to operating platforms & payment system:
- Daily upload & manipulation of commission payment files from Lenders
- Daily matching of Lender data to Broker data via the Broker customer relationship management system & operating platforms
- Weekly import to commission payment system of data
- Reconciliation of export from commission payment system
- Daily entry & monitoring of Lender deposits
- Reconciliation of Lender deposits to commission files
- Correct allocation to account receivable journals
3. Support of Broker & Referrer requirements:
- Manage and respond to daily emails received through shared team mailboxes in relation to Broker and Referral inquiry whilst adhering to Loan Market service deliverables & company standards
- Liaising with Lender partners in relation to their policies and customer payment inquiry
- Processing of adjustments upon Broker & Referrer inquiry
4. Knowledge of Panel Lender Schedule:
- Moderate level of understanding of Lender payment policy
What we're looking for:
- 2 yrs Customer Service experience
- Working with customer relationship management systems
- Accounts receivable exposure is preferred but not mandatory
- Basic understanding of lending practices is desirable
- Able to work in a shared open environment
- Positive outlook
- Organised, analytical and principled
- Resilient to change
- Able to multitask
- Ability to “think outside the square”
- Cultural fit with our core values of, We do what we say, Compassion for our Customers, Go further together, Hungry but Humble & Be curious think openly.
- Enjoy following processes and a structured environment
- Ability to challenge existing ways we do things and looks for opportunities to improve
- Enjoys engaging and collaborating with others and is conscientious
- Microsoft Office suite of programs, particularly excel
- Exposure to Google Chrome for email and document management an advantage
- Accurate data entry while maintaining a sense of urgency
- Being accountable for your own results and the timely performance of tasks within the scope of the position
- Initiative to work autonomously and to request additional tasks
- Requirement to be able investigate in the instance of historical payment within payment system upon inquiry from our Brokers & Referrers
- Ability to effectively communicate to customers (broker or referrer) via email and phone, identify their needs and respond in a professional manner that exceeds expectations
- Working in an open office environment, there is requirement for a high level of interaction with the Agreements Team, Portfolio Maintenance Team & Business Analyst in relation to changes and operation within the payment systems
- In addition communication with customers and other teams in the business by phone & email is a critical part of the role
- Managing tasks and work to team priorities
- Understand how individual tasks impact team goals and outputs
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