Customer Support & Accounts Specialist

The Customer Support & Accounts Specialist (AU Client) position plays a crucial role in managing the customers journey from application to borrower, and through collections and hardship process should the time arise. This position involves maintaining relationships with customers (borrowers), ensuring financial compliance, and optimizing the relationship to retain the customer for many years to come.

Essential duties and responsibilities:

Client Relationship Management:
o Act as the primary point of contact for customer enquiries and follow up.
o Understand the customers needs/ objectives and circumstances and tailor a solution that is always mutually beneficial to the Customer and Client.
o Build and maintain strong, long-lasting customer relationships through regular communication based on trust, honesty, empathy, and integrity.
Compliance and Regulations:
o Ensure compliance with financial regulations and standards.
o Stay up to date with changes in financial laws and regulations, implementing necessary adjustments.
o Conduct audits and reviews to ensure accuracy and integrity of all customer records/ notes.
Financial Analysis and Workflow Reporting:
o Analyze Customer and financial data to provide insights and results to clients regarding their application or repayments through our workflows.
o Identify trends, risks or potential hardship or process improvements.
o Proactively contact customers regarding their loan applications, missed repayments, taking payments, communicating with Dealership and delivery of loans.
Team Collaboration
o Work Closely with internal teams such as teammates, operations, marketing, and external stakeholder such as 3rd Party Dealerships.
o Collaborate with colleagues to address clients inquiries and resolve issues promptly.
o Proactively control escalations and take ownership for communication with the Customer and all parties.

Knowledge, skills, and experience requirements:

Solid Customer Service Skills with a everyone wins approach.
Professional maturity with the ability to navigate and influence customers and stakeholders.
Strong business acumen skills
Strong analytical skills and data-driven thinking and reporting skills.
Ability to communicate effectively at all levels (written and verbal).
Ability to show empathy and respect, whilst adhering to company values.
Minimum of 3 years experience in customer service or similar role.

We will prioritize candidates who is open to work fully onsite for the First 30 days, office at Cubao, Quezon City.