An exciting opportunity to join our Customer Service Team providing frontline customer care and support to ensure a positive and consistent experience for all Metro customers, brokers and salary packagers. The role works collaboratively with the Customer Care Team Leader, escalating issues as required and contributing to a collaborative, customer‑focused team environment.
Roles and responsibilities
- Contribute to a positive and collaborative team environment that supports high-quality customer service standards
- Support an exceptional customer experience by managing and prioritising assigned internal and external enquiries accurately and within agreed timeframes
- Maintain strong working knowledge of systems, processes and procedures, and provide peer support when required
- Maintain up-to-date knowledge of organisational policies, procedures and guidelines to ensure compliance and accurate customer advice
- First point of contact across existing client portfolios
- Provide an exceptional experience by building rapport and providing reliable support focused on first contact resolution to enhance stakeholder relationships
- Handle escalated enquiries in a professional and empathetic manner whilst providing appropriate solutions to reach an amicable resolution
- Conduct outbound calls to update information and manage customer expectations when necessary
- Generate and prepare requested documents including payout letters, statements, contracts and any other documentation
- Ensure ongoing record management of loan and client records are maintained with care to ensure high quality of data integrity
- Handle first line escalations and complaints with clients, brokers, salary packagers and third parties (Credit Repair, Agencies, Financial Counsellors etc) in the absence of the Customer Care Team Leader
How to succeed
A passion for customer interactions and ability to build and nurture professional relationships will ensure success in the role.
We are looking for someone with the following:
- Prior experience in a customer support role is advantageous however graduates are welcome to apply
- Very strong written and verbal communication skills
- Good problem-solving skills with the ability to identify alternate solutions
- Previous experience within financial services industry is highly desirable
- Good MS-Office knowledge
- Must have full Australian working rights (citizen or PR). Unfortunately we cannot consider WHV for this position.
Benefits
We offer a robust benefits package to help support your health and financial security, plus you’ll enjoy:
- Hybrid working model – work 3 days in the office and 2 at home
- A culture that promotes career growth and opportunity
- Working out of a beautiful modern office in Sydney and virtually
- Fun, regular social events so you can get to know your coworkers
We Value Your Wellbeing
Metro Finance believes in diversity, equity, and inclusion and offers a safe environment to grow. Bring your open mind and can-do attitude to help us deliver our award-winning service to clients. Our culture of continuous improvement gives you opportunities to learn. We encourage you to take advantage of all career development opportunities across department teams to help build your skills.
About Metro Finance
We offer an alternative to traditional bank funding with a modern approach and mindset. Our cutting-edge financial products, advanced technology, and local expertise set us apart. We excel at providing a real human experience for our customers, in fact our Sales, Settlements, and Credit teams are all regular CAFBA award winners. We’re also proudly “Great Place to Work” certified.
