Senior Associate
2 months ago
Key tasks; accountabilities and of this role:
- Owning complex customer requests and issues end to end.
- Deliver first point resolution for the customer in line with the operating procedures.
- Resolving complex complaints by being an expert in the customer complaints platform
- Working closely with the broader lending services team and wider NAB group to get the right customer resolution.
- Ensuring adherence to Standard Operating procedures (SOPs) by inputting the correct information for the customer in core NAB systems and in line with team operating rhythm
- Deliver a superior customer experience by ensuring the customer is kept up to date in the most appropriate channel.
- Proactively manage risk, adhering to process and procedures pertaining to role; an escalate events, issues, or breaches as they are identified to their People Leader with a proposed solution.
- Completion of any other administrative duties as required to ensure effective operation of the team function.
- Positive contributions to the team, sharing knowledge and assisting colleagues as an SME and support the business with continuous improvement initiatives.
- Provide support and training of colleagues within the lending servicing business.
Essential Capabilities:
- Attention to detail.
- Resilience, prioritization and time management skills
- Initiative and problem-solving skills
- Strong verbal and written communication skill
- Ability to adapt and learn quickly and coach others.
Experience:
- Understanding the lending process for fulfilling consumer and business lending
- Understanding state land Title Office requirement
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