Customer Service Case Manager (Fintech)

Creditorwatch; Sydney; Hybride; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Gym membership

Coffee & meals

Wellness day

Monthly massages

Team activities

Legal services

Résumé du poste

CreditorWatch is seeking a Customer Service Consultant to support thousands of customers across geographies. You will handle inquiries via phone, chat and email, manage cases, and advocate for customers to improve product and service quality.

Based in Sydney CBD, this hybrid role reports to the Customer Service Manager. You’ll work on disputes, process improvements, and ensure high CSAT scores while delivering exceptional customer experiences.

Qualifications

• Proven experience in a customer service role.
• Strong communication and active listening skills.
• Experience handling disputes and complex customer issues.

Responsabilités

• Handle inbound/outbound customer enquiries via phone, live chat and email across geographies.
• Own and progress customer cases from enquiry to resolution with prioritisation.
• Advise on product improvements based on customer feedback.
• Investigate and manage commercial disputes between customers and debtors.
• Lead ad-hoc projects to improve processes and customer experience.

Connaissances

Customer service

Problem solving

Dispute handling

Time management

Written communication

Description du poste

Who are we?

So you might ask, who's CreditorWatch? Well, we are a leading Australian data and technology company that provides businesses with access to unique data and innovative products. By using our platform, our customers can confidently manage their commercial relationships, improve productivity and reduce financial risk.

As a commercial credit reporting bureau, we offer a complete suite of credit reporting products and data insights covering the entire customer lifecycle, from customer onboarding and credit decision automation to credit risk management and automated collections.

We were established in 2010 and most recently were named as one of AFR's Top 10 Best Places to Work as well as certified by Great Place to Work consecutively across 2022-2025.

We saw significant growth in 2025 and that's not about to change. We are on track to break records in 2026, scaling at pace, making this the perfect time to join CreditorWatch.

Our Purpose

Empower Australian businesses to trade confidently with their customers.

Our Mission

We aim to be number one in our industry by delivering unique data insights and innovative products.

Your Role & Team

The Customer Service team focuses on providing support to all CreditorWatch customers, who number in the thousands. As a Customer Service Consultant, you are required to support customers with inbound enquiries via phone, live chat and email, spread over different geographies.

Additionally, your role will entail outbound activities to assist online members in unlocking and managing their accounts. You will also proactively provide suggestions for continuous improvement to team processes, help centre management and ongoing reviews of customer feedback with the goal being to provide the team autonomy and improve the overall customer experience. As part of the role, you will also be handling commercial disputes.

This role reports directly into our Customer Service Manager. It is a hybrid working model and our office is Sydney CBD Based.

Some of your responsibilities include and are not limited to:

• Customer Care- Handle inbound and outbound customer enquiries via phone, live chat and email across different geographies, whilst maintaining our brand tone and ensuring adherence to QA standards and high CSAT scores.
• CaseManagement&Prioritisation-Ownandprogresscustomercasesfromenquirythroughtoresolution,balancingcompetingprioritiesanddeadlines,anddemonstratingsoundjudgementwhennavigatingcomplexmatters,escalations,ormulti-stakeholderinvestigations.
• Customer Advocacy & Insights -Be the voice of the customer within the business, sharing feedback and insights to improve products and customer experience.
• Dispute Resolution -Investigate and manage commercial disputes between customers and their debtors, tracking timelines and engaging multiple stakeholders
• Ad-hoc Projects -Solve real business problems and deliver meaningful improvements that directly enhance the customer experience. You’ll own and drive initiatives focused on streamlining processes, boosting efficiency, and driving customer-centric outcomes.

Our ideal candidate

Tobesuccessfulinthisrole,you'llideallyhaveacoupleyearsofexperienceasaCustomerServiceAgentunderyourbelt.HereatCreditorWatch,ourcustomerscomefirst,soyouwillhaveapassionforprovidingworldclassserviceanddrivingpositiveNPS engagement-yourcommunicationandactivelisteningskillscomesecondtonone.

You'llhavestrongproblemsolving,disputehandling,timemanagement,andwrittenandverbalcommunication.

Ifyouhappentohaveexperienceworkingonanyexcitingprojects,it'dbehighlyadvantageous.

More than just work

Keep Active –All employees get a Fitness First Platinum gym membership.

Daily Fuel –Barista-made coffee, breakfast, snacks, lunches and drinks on us – we got you!

Wellness Days –Receive an additional day off each month. Whether you’re pursuing physical activities, cultivating your mental wellbeing or supporting your community… this is your time to switch off from work.

Monthly Massages –We offer monthly in-house massages to soothe those sore spots and tight knots. Poor posture? Stressful week? We get it.

Fun Activities –We love escaping the workplace to do fun stuff. Whether its pasta-making, sailing classes, touch footy, winery tours, go karting or relaxing on the company boat (yeah… we own a boat) – these monthly team building activities will keep you feeling valued and connected.

Legal Services –Our employees get access to free legal services – from conveyancing and property advice to legal assistance around wills, trusts, powers of attorney and more. We make life easier for you, saving you time, money and unnecessary headaches.

Our Values

The 1%’ers add up –Our commitment to going that one step further sets us apart, as we believe that small efforts or improvements in any aspect of our work collectively lead to significant success.

We are dependable and trustworthy –Our clients are everything to us and we are passionate about maintaining and delivering reliable and trusted services to them.

We are committed to growth –Our success comes from our ability to grow and adapt; both collectively and individually. We set the bar high to ensure we continue to innovate and exceed expectations. We are dedicated to the development of our business and our people.

Our people make the difference –Just as we help small businesses think big, we help our employees achieve their aspirations. We provide our people with challenges and opportunities, supporting them to live their best lives.

Recruitment Process – We like to keep it simple!

1. Phone Screening –A deep dive into the company, role and experience required, including a thorough review of your match to the role – let’s get to know each other and ensure the opportunity is a match!
2. Hiring Manager Meeting –This is an opportunity to showcase why your background and skill set aligns to the role and ask questions – be as curious as you want!
3. Functional Meeting –Let’s get technical. Here you’ll be set up with a take home case-challenge that is designed to look into the way you think and approach certain situations.
4. Values Meeting –We’d love to hear why CreditorWatch and see how you’d fit into our world.

We are committed to you

We offer a fantastic culture with open communication and rewards and recognition that include probation celebrations, all-staff birthday and service anniversary celebrations.

We are an equal opportunity employer and committed to excellence through diversity. We do not discriminate on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.