Customer Care Officer - X2 Role Available

Customer Care | Salt & Lime | Sydney 

About Us 

At Salt & Lime Finance, we are a passionate and determined business, rapidly growing in the lending space across Australia. We are dedicated to helping Australians consolidate their debt and bring their loans into one manageable repayment. We are passionate in providing financial education and improving our customers financial wellbeing.  Salt & Lime are committed to providing a collaborative, inclusive, and supportive environment for each of our employees; allowing individuality and career growth within Salt&Lime.  

Job Description 

Our Sydney-based personal loan start-up is looking for a Customer Care Team Member to join our exciting, rapidly expanding business. 

Our Customer Care Team is a pivotal role in the success of Salt & Lime, and you will have the opportunity to be part of an expanding department.  

As a Customer Care Consultant, you will be the first voice our customers hear when they call Salt&Lime. You will provide excellent Customer service whilst assisting our customers with a range of different enquires via inbound calls, email and live chat.  

Key Responsibilities 

• Providing Customer Care and Support to existing customers, applicants and leads across all our channels including live chat, phone and email.  
• Achievement of KPIs such as CSAT scores across all platforms, outbound calls and supporting the drive to achieve companywide KPIs such as conversion rate, and inactivity rate.  
• Conducting outbound calls daily to ensure all customers with applications in progress are assisted through the process.  
• Working with our broker partners to provide updates on our mutual applicants to assist them in moving through the application process.  
• Supporting cross functional team processes, such as working with our credit team to liaise with the customer on outstanding requirements or providing important information to the team and applicant.  
• Supporting the streamlining of processes and identifying opportunities to enhance the customer experience.  
• Encouraging a positive and supportive team environment.  

About You 

• Friendly and professional in your approach to customer service. 
• Be able to work individually and collaboratively.  
• Motivated, adaptable and a team player. 
• Strong verbal and written communication skills. 
• Forward thinking and ability to adapt in a complex and growing company.  
• Communicate effectively. 
• Ability to use multiple technology platforms and databases. 
• Strong time management skills. 

What are the benefits of working with Salt&Lime? 

• We operate in a hybrid model where you get to work from home 2 days per week!  
• We recognise talent and support growth and development wherever it is available!  
• Stability and longevity with an established organisation. 
• Open and dynamic team and environment. 
• Regular coaching and mentoring sessions with your manager.  
• Birthday Leave, Study Leave and Wellness Leave. 
• Regular social events 

Charity participation