Customer Care Consultant

The role
The Customer Care Consultant is responsible for inbound and outbound customer contact.  This includes supporting customers through the sales funnel from initial enquiry through to settlement, as well as inbound and outbound customer contact throughout the product lifecycle.  

Reports to:
Head of Customer Care

Role and key accountabilities: 

• Delivering exceptional customer service by undertaking the following customer engagements:
  • Inbound enquiries by potential customers, brokers or referrers
  • Responsible lending and loan unsuitability: as part of the origination process, make and document phone enquiries about requirements and objectives, identify signs of vulnerability and other matters required by policy, NCCP, or other regulations
  • other inbound and outbound conversations with customers to support enquiries or applications through the sales funnel 
  • annual calls to customers throughout the term of loan
  • hardship
  • customer complaints
  • requests for information or calculations
    cross-selling, referrals or credit assistance
  • inbound and outbound customer email and web chat enquiries – pre-application, and supporting the gathering of documentation as part of the application assessment and settlement process
• Follow Customer Care procedures to support:
  • compliance with key policies
  • sales funnel management, tracking and follow-up
  • exceptional levels of customer service in line with a premium brand
• Work with the Head of Customer Care in managing the call centre and web chat procedures and functions to a very high standard
   
• Maintain strong record keeping and file management practices to support regulatory compliance, excellent customer service standards and allow product, risk and other management insights at both customer and portfolio levels

Ideal experience & skills:

• Exceptional customer service, strong professional disciplines and a high level of polish aligned with a premium brand 
• A demonstrated track record in maintaining compliance outcomes
• Ability to work with minimal supervision through complexity and uncertainty in a fast-moving environment 
• Intellectual curiosity, good listening and problem solving, good head for numbers, solution focused, engaging and consultative
• As with any early stage business, bring an interest and aptitude to put your hand up for other tasks that arise
• This role would suit someone outgoing who enjoys a fast paced, dynamic working environment with a breadth and depth of responsibilities beyond a typical Customer Care role
• Build deep understanding of our products and demonstrate strong EQ and care for our customers.

Remuneration and benefits

• Competitive remuneration with remuneration growth opportunities as business grows
• Potential participation in employee share option plan (ESOP)
• Beautiful office in the heart of Double Bay
• Opportunity to join a dynamic, entrepreneurial business, helping shape the team and work culture that makes this a great place to work
• Supportive, collaborative environment with training and development opportunities 
   

About Inviva
Inviva is committed to solving a key dilemma facing today’s over 55s. Many own their own home and have enjoyed considerable asset appreciation over the past decades. Yet much of their wealth is tied up in the family home, making it difficult to access the funds needed to achieve their retirement goals. And with many banks choosing not to lend to this group – a new solution was needed.

Inviva has worked with some of Australia’s leading financial experts to create Equity Empower, an innovative and flexible home equity loan that is secured against your home or investment property to allow you to access funds on your terms – either as a lump sum, income stream or a line of credit – your money, your choice! Our loans do not require regular repayments, and lending decisions are based on assets and credit history – not income or job status. And with a fast, easy application process, we are able to help thousands of Australians like you to unlock the power of your home equity without the need to sell your home.

We are committed to lending responsibly, behaving ethically, and treating all our customers with respect.