Customer Service Specialist

About the role

We are seeking a Customer Service Specialist to join our finance operations team. The role focuses on processing loan drawdowns, managing staff accounts, and handling direct debit activities while ensuring accuracy and compliance. You will work closely with internal stakeholders to deliver high‑quality service to our customers.

Key responsibilities

• Process loan drawdowns and funding activities with a strong focus on accuracy, timeliness, and compliance.
• Manage the rollover of staff accounts across multiple financial products, ensuring correct setup and continuity.
• Accurately process over‑the‑counter lodgements and allocate them to customer accounts.
• Update and maintain preferential staff interest rates in line with internal governance and policy requirements.
• Administer Direct Debit amendments, manage unpaid Direct Debits, and follow up to resolution.
• Issue duplicate statements and account documentation as requested, ensuring data accuracy and confidentiality.
• Monitor and act on client referrals, ensuring timely escalation and closure.
• Support centralised operational processes to contribute to efficient delivery of customer outcomes.

Required profile

• Strong attention to detail and ability to maintain accuracy in a high‑volume environment.
• Proven ability to work effectively under pressure while meeting deadlines and service targets.
• Effective time‑management and organisational skills with the ability to prioritise workload.
• Clear communication skills for interaction with colleagues and stakeholders.
• Customer‑focused mindset ensuring a high standard of service delivery.
• Reliable, conscientious and accountable with a proactive approach to issue resolution.
• Team‑oriented and collaborative in achieving operational goals.

Required skills