Retention Officer  

The Retention Officer's role is significantly important as it relates to retention of customers.

Responsibilities and Tasks:

• Assist the Senior Retention Officer (Sydney) with the daily retention of customers
• Assist with Borrower's hardship matters
• Day to day running of Retention inbox
• Assist with organising Welcome calls and letters
• Responding to and resolving queries received through emails/fax as well as 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 resolution
• Escalating specific matters, queries and concerns to the appropriate or relevant department once issue has been identified
• Regularly communicating with the Retention and Customer Service teams to obtain updates and making sure that messages, updates and initiatives are clearly understood
• Preparing letters (e.g. dishonour letters, notification and/or conversion, confirmation and/or customised letters)
• Actioning work items in a timely manner and updating internal system data as required
• Actioning other ad-hoc activities due to business exigencies or as deemed necessary by Management to achieve business goals

5k Sign on Bonus

• Preferably with at least 1 year of working experience in the related field
• With Australian mortgage experience is an advantage
• Confident and articulate, able to engage in conversations and build relationships with clients at the highest level
• Strong management skill, able to work well under pressure and on flexible schedule
• Exhibit professional demeanour
• Ability to communicate in writing in a professional manner
• Good attention to detail and excellent analytical skills
• Ability to follow and understand instructions and procedures
• Good planning, organising and multi-tasking skills
• Must have proficiency with various software applications programs including e-mail messaging applications
• Ability to provide insight based on analysis
• Self-motivated and has knowledge-sharing mentality
• Ability to work on deadlines with less supervision