Consumer Lending Support Officer

As our highly valued Consumer Lending Support Officer, you’ll play an important role in supporting customers through their consumer lending journey. You’ll support customers with enquiries about their consumer lending applications.

You’ll work across customer support and application progression activities, helping customers understand what’s required and following up outstanding information so applications can continue moving forward.

You’ll make an impact by:

• Supporting customers with enquiries relating to their consumer lending applications, primarily through inbound phone and digital channels.
• Proactively contacting customers where required to help progress applications and resolve outstanding actions.
• Supporting application progression activities, including resolving workflow issues and requesting additional customer information where required.
• Managing allocated work across shared queues, inboxes and workflows, ensuring actions are completed accurately and in a timely manner.
• Supporting a range of consumer lending servicing and operational activities based on customer and business priorities.
• Building your capability across consumer lending, with opportunities to broaden your knowledge across different products, processes and activities.
• Working closely with the wider Consumer Lending team to identify issues, escalate where appropriate and deliver a consistent customer experience.

Do things differently with us

This is a customer-focused role for someone who enjoys helping people, solving problems and keeping things moving.

While inbound customer support is a key part of the role, you'll also work across proactive customer contact and application support activities. The mix of work will evolve in line with customer demand and operational priorities, giving you exposure to different areas of consumer lending.

To succeed in this role, you will have:

• A strong customer service mindset and confidence communicating with customers over the phone and via email.
• Good attention to detail and the ability to accurately manage customer information, requests and documentation.
• Strong organisation and time management skills, with the ability to manage different priorities and workflows.
• A proactive approach to resolving issues and helping customers progress their applications.
• The ability to work collaboratively within a team and escalate issues when required.
• An interest in building your knowledge and capability within consumer lending.