Customer Service Consultant

Nixil Pty; Brisbane; On-site; AUD 55,000 - 75,000; Full time

Job summary

Nixil Pty is seeking a proactive, customer-focused telephone-based consultant to turn broker applications, customer enquiries and conditional approvals into completed applications and funded deals.

You’ll manage inbound/outbound calls, explain products clearly, resolve blockers and keep opportunities moving from the first conversation through to funding, while upholding standards and privacy obligations.

Qualifications

• Proactive and customer-focused approach.
• Ability to handle both outbound and inbound calls.
• Full Australian working rights, Aus PR or Citizens only.

Responsibilities

• Deliver responsive service: handle inbound broker and customer calls and emails with clear answers and practical next steps.
• Keep applications moving through to funding: coordinate with credit and operations across approval, contracts and funding.
• Maintain accurate records: log every call, outcome and next step promptly in the BiiGGA CRM and DriiVe.
• Convert conditional approvals into applications: call brokers the same day an approval is issued, collect missing information and documents, and resolve anything holding the application back.
• Uphold professional standards: follow credit policy, responsible lending standards, privacy obligations and the company values in every interaction.
• Support funding assessment: assess allocated scenarios against policy, structure them correctly and work with Scenario Analysts and the BDM team to give brokers clear guidance. Training will be provided.
• Drive customer top-ups: contact eligible customers, present offers and follow up to help them complete their applications. Training will be provided.
• Identify suitable opportunities: discuss alternative products, larger amounts or longer terms where appropriate and within policy.
• Convert new leads: contact leads from referrers, partners and marketing within the hour, qualify customer needs and explain the company’s MCA and BTA products in plain language. Product training will be provided.

Skills

Outbound calls

Inbound calls

Customer service

CRM usage

Sales skills

Objection handling

Upselling

Cross-selling

Australian working rights

Tools

BiiGGA CRM

DriiVe

Job description

Our client is looking for a proactive, customer-focused telephone based consultant to turn broker applications, customer enquiries and conditional approvals into completed applications and funded deals.

This is a hands-on customer service opportunity with real ownership. You’ll build relationships with brokers and customers, explain products clearly, resolve blockers and keep opportunities moving from the first conversation through to funding.

What you’ll do

• Deliver responsive service: Handle inbound broker and customer calls and emails, including Customer Service and Overflow calls, with clear answers and practical next steps.
• Keep applications moving through to funding: Coordinate with credit and operations across approval, contracts and funding.
• Maintain accurate records: Log every call, outcome and next step promptly in the BiiGGA CRM and DriiVe.
• Convert conditional approvals into applications: Call brokers the same day an approval is issued, collect missing information and documents, and resolve anything holding the application back.
• Uphold professional standards: Follow credit policy, responsible lending standards, privacy obligations and the company values in every interaction.
• Support funding assessment: Assess allocated scenarios against policy, structure them correctly and work with Scenario Analysts and the BDM team to give brokers clear guidance. Training will be provided.
• Drive customer top-ups: Contact eligible customers, present offers and follow up to help them complete their applications. Training will be provided.
• Identify suitable opportunities: Confidently discuss alternative products, larger amounts or longer terms where appropriate and within policy.
• Convert new leads: Contact leads from referrers, partners and marketing within the hour, qualify customer needs and explain the company’s MCA and BTA products in plain language. Product training will be provided.

What you’ll bring

• Confidence makingrange of lending-related outbound calls, alongside receiving inbound calls and warm or cold conversations.
• Warm, clear communication and a reliable approach to customer service.
• Resilience, energy and the discipline to work through a contact list and follow up consistently.
• Strong organisation, accurate CRM habits and clear scheduling of next steps.
• A strong work ethic, a competitive streak and the ability to learn products and processes quickly.
• Strong sales instincts: you can ask for the application, handle objections and close without pressure.
• A natural ability to identify appropriate upselling and cross-selling opportunities.
• Applicants must have full Australian working rights, Aus PR or Citizens ONLY.

Commercial lending, broker support or contact centre experience is an advantage. We’re recruiting for attitude, energy and phone skills, and will invest in your development.