Customer Success Manager

at  MoneyMe

ABOUT MONEYME:

MONEYME is a founder-led digital lender and Certified B Corporation. We challenge the traditional ways of credit and simplify the borrowing experience with digital-first experiences that meet the needs of modern consumers. We offer a range of fast, flexible, and competitively priced products that span our customers’ credit lifecycle, including personal loans, credit cards, and car loans. We deliver unrivalled customer experiences powered by smart technology, speed and efficiency.
We are for ambitious Australians that expect more from life and the companies they engage with. We uphold a strong ethos of sustainability and hold ourselves accountable to the high standards of the B Corp movement. Our culture is energetic and driven, and we continually challenge the status quo… we’re nothing like your traditional finance institution. We have recently been certified as a B Corp and a Great Place To Work. We’re proud to have built a culture where people feel heard, cared for, and empowered to push boundaries. We wouldn’t be able to continually improve and grow as a company without our diverse and exceptional team.

RESPONSIBILITIES FOR THIS POSITION INCLUDE:

• Being the first point of resolution for customers and serve them effective and accurately.
• Be involved in all business operations that involve customer interactions and take ownership for a seamless service.
• Working closely with Customer Success team, learning, leveraging skills and fostering strong teamwork.
• Deliver the best customer service experience in all forms of communications including but not limited to phones, emails, and real-time online chat.
• Communicate with customers on a day-to-day basis, which may cover a raft of transactions, including credit inquiries, payments, marketing, and general customer management matters, simultaneously.
• Through direct calling, SMS, chat and email, all communications will be well constructed, as close to real time as possible and have a positive impact on the customer and brand.
• Traverse between various MoneyMe brands as it is necessary to do so.
• Engage with payments, collections, and customer account management activities.
• Seek guidance from peers and leaders and escalate appropriate matters to deliver better outcomes.
• Protect customer information and sensitive data always.
• Stay up to date and maintain compliance on all other legislative requirements.
• Understand our products and services inside out.
• Channel information and be a main focal point of contact between HQ and Manila.
• Queue management and task allocation.
• Developing and supporting teammates to fulfil their roles to the best of their ability.
• Day to day reporting of lateness/absenteeism.
• Manages and leads team towards common goals as well as provides coaching and training needed.
• Performance management and assisting with quarterly bonus reviews.
• Maintain a high standard of operational performance.
• Internal conflict and dispute resolution, determining what needs to be escalated to an operations manager in HQ.
• Drive and passion towards getting outcomes and creating the best customer experience.
• Enthusiastic in uplifting the team and maintaining an unbeatable culture.
• Believes in the MONEYME vision and helps the team drive towards our business objectives.
• Lives our values, We Challenge, We Move Fast and We have Heart.

TO BE SUCCESSFUL IN THIS ROLE YOU MUST HAVE THE FOLLOWING:

• Excellent communication skills in both spoken and written forms, interpersonal and coaching skills.
• Confident on verbal communication (inbound and outbound calls)
• Can work simultaneously with different communication channels (e.g. Online chat, phone and email)
• Highly trainable and has the willingness to learn underwriting.
• Can think on their feet and have proactive and positive attitudes.
• Ability to achieve targets in providing financial solutions that meet customer needs.
• Familiarity with Australian Market and Millennial values are a plus but not essential.
• Business Instincts - Inherently curious by nature, you enjoy thinking about what makes a great business and bring those ideas to life.
• Drive and Hustle - We provide thousands of loans to customers each month, so this could include optimising the customer experience, reducing the time taken for a client to receive a decision on their loan, maximising customer value, and ensuring the highest level of service throughout.
• People Skills - You will need high-class people skills, excellent phone manner, and the ability to think quickly on the phone in regards to finding a solution for the customer, capacity to work with our diverse team and continue to promote the professional brand of MONEYME.