Customer Service Officer

Colcap Servicing Pty Ltd is a branch of an Australian corporation based in Sydney, NSW founded in 2006. The company specializes in originating and servicing its white labelled mortgage offering with third party distributors as well as direct retail customers. The business has acquired and originated in excess of 3 billion AUD worth of assets over its history and provided financial products to more than 45,000 customers.
Responding to and resolving queries received through emails/fax as well processing tasks and requests.

Taking inbound calls from external and internal customers as well as making outbound calls.

Attending to Mortgage Managers enquiries and disputes) and providing quick, accurate and correct response and resolution.

Escalating specific matters, queries and concerns to the appropriate or relevant department once issue has been identified.

Escalating matters that are normally being handled by Credit, Sales, Retention, Settlements, etc.

Collaborating with other teams/departments such as Arrears, Sales, Retention, Settlements and Discharges

Regularly communicating with team members and colleagues to obtain updates and making sure that messages, updates and initiatives are clearly understood

Delegating email tasks and TDIs to relevant team member(s) to look into and action, checking if correct procedure and appropriate resolution have been made.

Organising welcome calls

Assisting the Retention team and Sales Support (for pre-qualifications)

Organising and actioning other ad-hoc activities
With Australian mortgage experience is an advantage

Confident and articulate, able to engage in conversations and build relationships with clients at the highest level

Customer-focused

Able to work well under pressure and on a flexible schedule

Exhibit professional demeanor

Above-average oral communication skill

Strong writing skills, able to compose business letters

Good attention to detail

Good planning, organising, multi-tasking, and problem-solving skills

Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel Environment

Ability to provide insight based on analysis

Knowledge-sharing mentality

Ability to work on deadlines