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About the Role
As a Referrer Support Specialist, you will be the primary contact for broker and installer partners, guiding them and their customers through the loan acquisition process. Your role involves managing inquiries, resolving issues, and fostering strong relationships to ensure a seamless experience.
Responsibilities
- Provide exceptional support to brokers and installers across the loan acquisition journey, including application, approval, and settlement stages.
- Respond to inbound phone calls and email inquiries in a timely, professional, and solution-focused manner.
- Build strong, trusted relationships with referring partners by understanding their needs and proactively assisting with inquiries.
- Troubleshoot issues, navigate internal systems, and escalate where necessary for quick, effective resolutions.
- Collaborate with internal teams to deliver a smooth, coordinated experience for partners.
- Maintain accurate records of all interactions and ensure communications comply with regulatory requirements and Plenti policies.
- Continuously build product and process knowledge to confidently handle a wide range of partner queries.
- Contribute to a positive team culture by sharing knowledge, supporting peers, and participating in training and initiatives.
- Identify trends or recurring issues and suggest process improvements to enhance the referrer experience.
Requirements
- 1-3 years of experience in a customer or partner support role, ideally in financial services or a fast-paced, service-driven environment.
- Strong written and verbal communication skills, with the ability to explain complex processes clearly and professionally.
- Proficiency in using CRM systems and digital tools for managing inquiries and updating records (e.g., Salesforce, Zendesk are desirable but not essential).
- Proven ability to manage multiple priorities while maintaining high attention to detail.
- Awareness of regulatory obligations in customer-facing roles (training provided).
- Willingness to learn, adapt, and thrive in a dynamic and team-oriented environment.
Skills
- Customer support
- Partner support
- Communication skills
- CRM systems
- Digital tools
- Problem-solving
- Attention to detail
- Regulatory compliance
Location
- Australia
Work Type
- Full-time
Experience Level
- 1-3 years
Benefits
- Flexible working
- Volunteer leave
- Study leave
- Monthly social events
- Office snacks
- Company Townhalls
- D&I initiatives and events
About the Company
- Plenti is a fintech lender providing faster, fairer loans using smart technology.
- Plenti is a dynamic, innovative, and strongly growing business.
- Plenti is taking market share in personal lending, renewable energy, and automotive finance.
- Plenti is a fast-moving, ambitious business seeking smart and capable people.
- Plenti has over 250 employees in Australia.
- Plenti is a founder-led business established in 2014.
- Plenti has been listed on the ASX since 2020.
- Plenti has annual revenue exceeding $250 million.
- Plenti has a loan portfolio surpassing $3 billion.
- Plenti fosters a high-performing, diverse, customer-focused, and collaborative team culture.
- Plenti aims to reshape Australia's financial ecosystem.
Equal Opportunity
- Plenti is committed to a diverse and inclusive workforce.
- We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities.
- Please inform us of any reasonable adjustments needed during the interview process.