Client Experience Coordinator

Justfund; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Five weeks of leave per year

Share options package

Competitive salary

Job summary

JustFund is seeking a Client Experience Coordinator to deliver exceptional service from our Sydney office. You will be the empathetic, clear communicator guiding clients and law firm partners through loan applications, ensuring a smooth and positive journey.

The role values patience when assisting vulnerable clients and collaboration with the wider team to keep information unified across legal and loan portfolios. Prior phone-based experience is welcome but not required.

Qualifications

• Experience in a client-facing or support role valued but not essential.
• Strong communication and listening skills with a professional phone/email manner.
• Ability to adapt to systems and learn new processes quickly.

Responsibilities

• Act as a primary point of contact for clients and law firm partners, providing updates on applications over the phone and emails.
• Support with client queries and guide them through the loan journey to ensure a smooth, positive experience.
• Support vulnerable clients with patience and empathy, responding promptly to their circumstances.
• Gather and review client information and documents to prepare for funding assessment.
• Ensure accurate data entry and updates in the loan management platform.
• Contribute to continuous improvement initiatives that enhance process efficiency and client satisfaction.

Skills

Empathy

Communication

Phone-based support

Customer service

Problem solving

Adaptability

Tools

CRM software

Job description

The Client Experience Coordinator is a client-centric role, ideal for someone who enjoys helping people. You are caring, empathetic, and can communicate clearly and professionally.

This is not a traditional call-centre role. Quite the opposite! It is engaging, human-first and providing exceptional care is at the heart of what we do.

This is a busy role involving a mix of inbound and outbound calls, from clients through to law firm partners. You'll also work closely with our wider team, sharing information between legal and our loan portfolio team to ensure a smooth client experience.

You are adaptable with systems and technology, eager to learn, and above all enjoy doing good, and being in a role where you can have a positive impact on the lives of others.

Key Responsibilities:

• Act as a primary point of contact for clients and law firm partners, providing updates on applications over the phone and emails.
• Support with client queries and hold their hand guiding them through the loan journey, to ensure a smooth and positive experience.
• Support vulnerable clients with patience, empathy at all times, responding promptly as required for their circumstances.
• Gather and review client information and documentation to prepare for the assessment of funding applications.
• Ensure accurate data entry and system updates in our loan management platform.
• Contribute to continuous improvement initiatives that enhance process efficiency and client satisfaction.

About You

We welcome candidates from diverse professional backgrounds, and previous experience in a phone-based role is not essential. What matters most is that you bring empathy, professionalism and a commitment to delivering exceptional service.

You may be returning to the workforce after a career break, looking for a meaningful full-time office-based role. Whether you bring early-career experience, decades of professional expertise, or valuable transferable life experience, this is a position where your people skills will be highly valued.

Whatever your background, you take pride in your work, enjoy building trust with others, and are motivated to achieve great outcomes for both clients and your team.

About JustFund

Join one of Australia’s fastest-growing fintechs that is changing how people access legal support and financial services to achieve better outcomes. At JustFund, we're on a mission to remove financial barriers and create fairer access to justice, helping more people get the support they need when it matters most.

Since launching in 2022, JustFund has unlocked over $2.5 billion in entitlements, supported thousands of Australians and New Zealanders, and partnered with more than 1,400 leading law firms. In the past year, we’ve more than tripled in size and are now a team of 90+ across Australia and New Zealand and we’re continuing to grow our impact.

Why Join Us?

• We’re a purpose-driven Fintech genuinely and impactfully improving the lives of Australians. We are meaningfully addressing inequality at the coalface.
• Opportunity to get into a values-based business early and grow with it
• A genuinely supportive, collaborative and fun team environment
• A competitive salary and share options package
• Five weeks of leave per year

Location

This role is based in our Sydney office. At JustFund, we're proud of the culture we've built and believe the best collaboration, learning and support happen when we're together. Being in the office each day helps us build strong relationships, share ideas, celebrate wins and enjoy the everyday moments that make our team special. We're a supportive and flexible employer, but being connected, present and engaged with one another is an important part of who we are and how we work.