Customer retention officerColcap Servicing Pty Ltd

Job Description
The Retention Officer's role is significantly important as it relates to retention of customers.
PRINCIPAL ACCOUNTABILITIES:
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
KNOWLEDGE, QUALIFICATIONS AND COMPETENCIES:
Preferably with at least 1 year of working experience in the related field
With Australian Mortgage experience is an advantage
Strong written and oral communication skills
Excellent customer care skills
Good planning, organising and problem-solving skills
Results driven
Strong team player