Customer Service Officer, Novated

Angle Auto Finance; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Birthday leave

Health and wellbeing leave

Volunteering day

$500 ergonomic equipment reimbursement

Recruitment referral program: up to $5

Employee rate program

Paid parental leave

SPARK: employee benefits program

Purchased annual leave

Diversity flex leave

Job summary

Angle Auto Finance is seeking a proactive Customer Service Specialist to support our NLI's for all Managed Novated Accounts. You will handle payout letters, statements, document requests, and processing of cessations and novations, while liaising with introducers and customers via phone or email.

Success in this role requires a solid knowledge of our Enterprise system, strong relationship management, and the ability to juggle multiple high-priority tasks in a fast-paced environment.

Qualifications

• Experience in customer service and stakeholder management.
• Startup or financial services experience desirable.
• Ability to work in a fast-paced, high-volume environment.
• Demonstrated time management and attention to detail.
• Clear and consistent communication with Relationship Managers.

Responsibilities

• Provide proactive support to introducers and customers within SLAs.
• Process payout letters, statements, and documentation requests.
• Manage cessations, novations, and security substitutions.
• Answer queries via phone or email and liaise with internal/external stakeholders.
• Investigate account issues, arrears and assist closure when paid.
• Support the complaints process and knowledge base.

Skills

Customer service

Relationship management

Time management

Attention to detail

Communication

Multitasking

Education

Business/Commerce/Finance degree

Tools

Enterprise system knowledge

Job description

Purpose;

The purpose of this role is to support Service to our NLI’s (National Leases International) for all Managed Novated Accounts.

Key Responsibilities;

• Provide proactive support to third party introducers and customers by exceeding customer expectations within agreed SLAs for all Novated Managed Accounts:
• Payout letters/Residual letters/Residual Tax invoice
• Statement and document requests
• Processing cessations
• Processing account Re-Novations
• Liaising with Novated Introducers on Security Substitution
• Supporting Novated Introducers and customers through answering queries regarding active accounts via phone / email
• Strong knowledge base of our Enterprise system
• Managing arrears on accounts
• Investigating account issues, arrears and assisting the closure of accounts when paid
• Liaising with internal stakeholders & external stakeholders, providing support for direct customers
• Managing & assisting the complaints process

Qualifications;

• Tertiary qualified in Business, Commerce or Finance (desired, but not essential)

Experience;

• Strong customer service experience, building customer rapport
• Experience in a startup environment or within Financial Services (Auto Finance) desirable
• Internal and external relationship and stakeholder management
• Excellent time management and attention to detail
• Ability to work in a fast pace, high volume environment
• Demonstrated ability for attention to detail and time management.
• Experience managing multiple and competing customer priorities / interests
• Clear and consistent communication with Relationship Managers

Employee Benefits

We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.
• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.
• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.
• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.
• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.
• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.
• Paid parental leave: Be there for life’s most important moments with time to support your growing family.
• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.
• Purchased annual leave: Gain extra flexibility by purchasing additional leave.
• Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.