Customer Success Specialist

Driva

Enabling finance in just a few clicks

Driva creates a seamless and transparent financing experience that enables all Australians to get their best loan match. We're known for our innovative approach, transparency, and commitment to customer satisfaction. Our culture thrives on creativity, collaboration, and continuous learning, making Driva an exceptional workplace for those who are passionate about driving change in the fintech sector.

We are looking for a Customer Success Specialist to join the team at Driva. You will be responsible for providing a seamless customer experience through each step of the loan process. This role is focussed on creating, identifying and maintaining intent in high value customers, picking up the relationship once an initial application is complete and progressing the application through to approval.

This role requires a sales-driven approach to keep customer engagement high and maintain credibility with our brand and process, ensuring a fast turnaround, high approval conversation and smooth handover process between teams.  

Key Responsibilities

• Customer Consultation: Engage with customers over the phone to understand their needs and provide information on car loan products.
• Customer Experience: Providing outstanding customer service to enhance the financing experience for all customers.
• Loan Application Assistance: Help customers complete loan applications and collect necessary documentation.
• Documentation Verification: Ensure all required documents are accurately collected and verified.
• Follow-Up Communication: Regularly update customers on their loan status and handle any enquiries or concerns over the phone, email and SMS.
• Sales and Promotions: Promote additional services and meet sales targets through effective product presentation, objection handling and upselling.
• Customer Support: Provide timely solutions to customer issues during and after the loan application process.
• Compliance Adherence: Ensure all customer interactions comply with internal company policies (and therefore external regulations)
• Team Collaboration: Work with team members across departments to enhance service delivery and share customer feedback.
• Professional Development: Continuously update knowledge on products, technologies, and regulatory changes affecting car loans.

Skills and Experience

• Previous experience (ideally 1 - 2 years’ experience) in sales
• Ability to problem solve issues 
• Exposure to CRM (Salesforce preferred but would consider other software experience) 
• Eagerness to learn and exceed targets
• Excellent communication and negotiation skills
• Passion for the industry and a strong desire to help customers 
• Experience in Fintech or within another startup (preferred)

• 💼 Account Retention and Expansion
  

  Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

• 💬 Customer Query Handling
  

  Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

• 🤝 Negotiation
  

  Persuades others to shift their views and/or behaviours with the goal of reaching consensus

• 🛎 Service orientation
  

  Actively seeks and develops strategies to help key stakeholders

• 🎙 Verbal communication
  

  Speaks clearly to convey information effectively to a target audience

Driva is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.