Customer Services Executive

About the role

We are seeking a Customer Services Executive to join a growing financial services organisation. The role is part of a newly established Customer Service Team, working in a fast‑paced, supportive environment to manage loan account administration and deliver excellent customer outcomes.

Key responsibilities

• Manage day‑to‑day account administration activities and review customer correspondence to determine appropriate actions.
• Handle inbound and outbound customer calls related to loan account servicing.
• Investigate customer queries and negotiate appropriate account‑level resolutions.
• Liaise with internal departments to obtain and expedite required information.
• Complete general loan administration tasks, including issuing mortgage statements, redemption statements, and customer correspondence.
• Maintain accurate and up‑to‑date customer records following all interactions.
• Work to agreed operational metrics, service level agreements, and performance targets.
• Identify, record, and escalate errors or complaints where required, ensuring a positive customer outcome.
• Ensure all activities are completed in line with company procedures, controls, and regulatory requirements.

Required profile

• Previous customer service, contact centre, or financial services experience is desirable but not essential.
• Strong communication and interpersonal skills with a customer‑focused approach.
• Comfortable working in a fast‑paced environment and managing high volumes of work to deadlines.
• Good attention to detail with strong organisational and multitasking abilities.
• Computer literate with the ability to quickly learn new systems and processes.
• Ability to work independently while contributing positively to team objectives.
• Target‑driven with a proactive and solution‑focused mindset.
• Committed to delivering excellent customer outcomes and maintaining compliance standards at all times.

Required skills