Customer Service Officer, Novated

AAF01 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

Employee rate program

Paid parental leave

SPARK benefits program

Purchased annual leave

Diversity flex leave

Job summary

Angle Auto Finance is seeking a Customer Service and Operations support role in Sydney, Australia. The role focuses on supporting National Leases International for all managed novated accounts, handling requests, arrears, and inquiries with a strong customer-first mindset.

Ideal candidates have strong customer service experience, exposure to startup or auto finance sectors, and excellent time management in a high-volume setting. Ability to collaborate with Relationship Managers is essential.

Qualifications

• Strong customer service experience with rapport building.
• Startup or financial services (auto finance) exposure desirable.
• Experience managing multiple priorities and stakeholder relationships.
• Excellent time management and attention to detail.
• Ability to work in fast-paced, high-volume environment.
• Clear and consistent communication with Relationship Managers.

Responsibilities

• Provide proactive support to introducers and customers within SLAs for Novated Managed Accounts.
• Produce payout letters, residual letters, tax invoices and document requests.
• Process account cessations and re-novations.
• Coordinate with introducers on security substitution.
• Answer queries about active accounts via phone/email.
• Maintain knowledge of the Enterprise system.
• Manage arrears and investigate issues; assist closure when paid.
• Liaise with internal and external stakeholders to support direct customers.
• Support and manage the complaints process.

Skills

Customer service

Stakeholder management

Time management

Attention to detail

Communication

Relationship management

Education

Business/Commerce/Finance degree

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.

Angle Auto Finance is an Australian-based non-bank lender, delivering automotive finance from a different angle – offering choice and flexibility, to enable Australians to realise their dreams.

Our culture pillars represent our true strength and the things we can continue to build to get better. They describe what is unique and central to Angle Auto. The things we can’t afford to lose, our true strengths that we must continue to build on. There are no passengers here. Just a group of like-minded people working together to make a positive impact. We take pride in our work and doing things the right way. The road might not always be smooth, but doing your best work in an environment that supports your drive is truly rewarding. Our industry doesn’t stand still. And neither do we. With one eye firmly on the future, we’re igniting new ideas and ways of working that drive us all forward.