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About the Role
This role supports Service to NLI's for all Managed Novated Accounts, providing proactive support and exceeding customer expectations within agreed SLAs.
Responsibilities
- Provide proactive support to third party introducers and customers by exceeding customer expectations within agreed SLAs for all Novated Managed Accounts
- Process payout letters, residual letters, residual tax invoices, statement and document requests
- Process cessations
- Process account re-novations
- Review and process refunds on managed accounts
- Liaise with Novated Introducers on Security Substitution including PPSR removal and registration of new PPSR
- Support Novated Introducers by answering queries regarding active accounts via phone/email
- Support managed direct customers by answering queries on accounts and processes via phone/email
- Manage arrears on accounts
- Review and send out fortnightly arrears reporting to Novated Introducers
- Investigate account issues, arrears and assist with account closures when paid
- Liaise with internal and external stakeholders, providing support for direct customers
- Manage and assist with complaints and hardship processes including loading Triline Requests
- Communicate client feedback to Relationship Managers and In-Life Manager as required
Requirements
- Tertiary qualified in Business, Commerce or Finance (desired, but not essential)
- Strong customer service experience, building customer rapport
- Experience in a startup environment or within Financial Services (Auto Finance) desirable
- Internal and external relationship and stakeholder management
- Excellent time management and attention to detail
- Ability to work in a fast-paced, high-volume environment
- Demonstrated ability for attention to detail and time management
- Experience managing multiple and competing customer priorities
- Clear and consistent communication with Relationship Managers
Skills
- Enterprise system knowledge
- Customer service
- Relationship management
- Stakeholder management
- Time management
- Attention to detail
- Communication
Education Level
- Tertiary qualified in Business, Commerce or Finance (desired, but not essential)
Benefits
- Birthday leave
- Health and wellbeing leave
- Volunteering day
- $500 ergonomic equipment reimbursement
- Recruitment referral program (up to $5,000)
- Employee rate program for auto finance
- Paid parental leave
- SPARK employee benefits program (discounts, wellbeing support)
- Purchased annual leave
- Diversity flex leave
About the Company
- Angle Auto Finance is an Australian-based non-bank lender, delivering automotive finance with choice and flexibility.
- Our culture is built on collaboration, pride in our work, and a commitment to doing things the right way.
- We are forward-thinking, igniting new ideas and ways of working to drive progress.
Equal Opportunity
- Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce.
- We ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.