Customer Service Officer

Lumi; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free counselling

Wellbeing allowance

Wellness room

Flu shots

Home workspace allowance

Parental leave

Parental flex leave

Life leave

Monthly lunches

Beer on tap

Job summary

Lumi is a leading fintech small business lender in Australia, delivering fast and flexible funding to help businesses grow. We seek a capable customer service professional to be the first point of contact for inbound and outbound communications, handling statements, payout letters, and account inquiries.

Join a collaborative team with strong values and a focus on growth. You will have opportunities to upskill within the Service function while contributing to exceptional customer experiences in a

Qualifications

• Experience in customer service within financial services or similar.
• Excellent phone manner and verbal communication skills.
• Clear, concise, customer-friendly writing style.

Responsibilities

• Handle inbound and outbound customer service communications.
• Process statements, payout letters, and payment receipts.
• Manage account-specific inquiries and post-settlement communications.
• Grow into more responsibilities within the Service function.

Skills

Customer service experience

Phone etiquette

Clear written communication

Analytical/problem-solving

Relationship building

Willingness to learn

Job description

We are a leading Fintech small business lender fuelling growth by making finance more accessible. We deliver fast & flexible funding designed to meet the unique needs of Australian businesses. With over $1.5 billion funded since 2018 and backing for 15,000+ small businesses, we're trusted for our speed, high quality service, and tailored approach.

WORKING AT LUMI

We are building a culture where you can grow and make a difference for customers. We are looking for people to join us on this journey who are passionate, curious and great problem-solvers. We are incredibly proud of our awards, including most recently our Deputy CEO, Anna Hawter, receiving the Finnies' 2025 Outstanding FinTech Leader of the Year award. We have ranked in the top #3 on the Australian Financial Review BOSS Best Places to Work Banking, Superannuation and Financial Services list. We ranked #36 among the fastest-growing technology companies in Australia in the 2022 Deloitte Technology Fast 50 Australia. We are also WeMoney's Small Business Lender of the Year – two years running.

We foster a workplace where everyone feels a sense of respect and can reach their full potential. If you need any adjustments for a fair recruitment process, please let us know when applying.

OUR VALUES

Egos at the door

We own. We don’t judge. We don’t blame. We are open. We are in this together.

See the customer

We show up. We understand. We anticipate. We do what we say. We genuinely focus on solutions.

Think lean

We make things simple. We are resourceful. We understand the problem. We think ahead.

Learn to grow

We are curious. We challenge. We try. We fail forward. We learn. We try again.

THE ROLE

First point of contact for inbound and outbound customer service communications covering:

• Statement requests
• Payout letter's
• Monitoring payment receipts
• Account specific enquiries
• Post-settlement administration and customer communication
• Opportunity to upskill as the role grows within the Service function
• Experience in Customer Service within financial services, or a similar role
• Excellent phone manner and verbal communication skills
• Clear, concise, and customer-friendly writing skills
• Analytical and problem-solving abilities
• Ability to build excellent relationships
• Willingness to learn and grow within the Service space.

BENEFITS & PERKS

Wellbeing: Free counselling, seasonal activities, Wellbeing Allowance, wellness room, flu shots

Work Life: Home Workspace Allowance, Purchased Leave, Parental Leave, Parental Flex Leave, Lumi Life Leave for challenging events, breastfeeding/expressing space

Social & Food: Monthly lunches, regular celebrations, stocked kitchen, beer & kombucha on tap, board games, rooftop BBQs

Rewards & Recognition: Competitive pay, referral bonuses, shout-out recognitions

Career & Growth: Rapid advancement opportunities, higher education sponsorship, hackathons