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Customer Support Officer

Suncorp Group - Brisbane Grove, NSW

Banking & Finance
Source: uWorkin


The Role

Fulfilment and Servicing has the operational accountability for the end to end servicing of retail loans from both the direct and broker network. Five teams make up the Operations area of Fulfilment and Servicing: Retail Settlements, Home Loan Maintenance, Fulfilment and Servicing, Quality and Delivery, Releases and Workforce Management.

This Customer Support Officer role is in the Home Loan Maintenance team and is responsible for the efficient processing of operational tasks relating to the establishment and servicing of our exsiting customer’s loan applications.

Key Accountabilities For This Role Include

Key Responsibilities

  • Liaising with external vendors or internal processing staff to process and support customer applications
  • Process and support operational tasks within Service Level Requirements (SLA) and according to task specific Key Result Area’s (KRA)
  • Find, access, recall and apply industry and process knowledge to enhance customer service outcomes – customer queries, solve customer problems and generate customer/process solutions.
  • Ownership of first contact problem resolution or identification.
  • Independently be able to make decisions based on knowledge or relative information with regard to customer service issue resolution.
  • Analyse data and customer interactions to identify and understand trends and where appropriate remediate and challenge inefficient processes (cause and affect).
  • Accurately and efficiently undertake routine or repetitive work requests in line with the design, purpose and performance scorecard of the role/position.
  • Manage conflicting priorities so that time for unplanned or unique work situations is created
  • Provide superior internal and external customer service by developing strong working relationships with customers based on Banking Operations standards.

To Be Successful In This Role You Will Have

Skills & Experience
  • Customer focus – demonstrated experience within a customer service environment
  • Well-developed interpersonal and communication skills
  • Medium level of computer literacy
  • Strong attention to detail
  • Ability to work independently or as part of a busy team
  • Banking - professional and/or institutional knowledge relating to the finance or lending industry in Australia (desired but not essential)

Our Benefits
  • Discounts of up to 25% on our various Insurance, Banking & Superannuation products
  • Flexible working environment and arrangements; genuine focus on work-life balance
  • Numerous discounts with our corporate partners (retail & shopping / travel & holiday / health & wellbeing)
  • We offer support and various programs for our people: (Employee Assistance Program (EAP), Health & Wellbeing, Study Support, Employee Referral Program ($600), Facilities for nursing mothers, Company share options, Social club, Years of Service Recognition)

About Us

Suncorp is a leading financial services provider in Australia and New Zealand, enabling more than nine million customers to better protect and enhance their financial wellbeing. With a heritage dating back to 1902, we have grown to become a top-20 ASX-listed company with over 13,000 people. We offer banking, wealth management and insurance products and services through our well-recognised brands including Suncorp, AAMI, GIO, Apia, Shannons and Vero, as well as those from our partners.

Joining Suncorp, You Will Be Joining An Organisation Which Cares And Is Proud Of Our Achievements In Being Recognised For

Working within the Suncorp Network we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating an inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.
  • Best Insurance Company in Corporate Social Responsibility (2018)
  • Employer of Choice for Gender Equality for sixth consecutive year (2014-2019)
  • Money magazine’s Bank of the Year and Business Bank for second consecutive year (2018-2019)
  • General Insurance Product Innovation of the Year (2018)

If this opportunity sounds like the challenge you have been looking for please apply online today. For further information regarding this position, please contact our Sourcing Partner 02 8223 9659.

At Suncorp we build inclusion by providing an environment where everyone is able to be themselves and feel valued, involved and respected for their perspectives and contribution.