Job Description

• Act as the first point of contact for existing loan customers via phone, email, and other channels.
   
• Handle general enquiries such as repayment questions, account changes, loan redraws, interest rate enquiries, and settlement-related issues.
   
• Troubleshoot and resolve customer concerns with professionalism and empathy.
   
• Communicate with partnered funders to follow up on customer requests, service issues, or escalations.
   
• Liaise with internal management and operations teams to ensure timely resolution of customer matters.
   
• Keep accurate records of all customer interactions and outcomes in the system.
   
• Provide updates and feedback to management regarding recurring customer issues and potential process improvements.
   
• Contribute to a positive team environment by sharing information, collaborating with colleagues, and supporting overall service standards.
   
• Ensure all customer service activities comply with company policies, funder requirements, and regulatory guidelines.
   

Job Requirements

• Diploma/Degree in Business, Finance, or related field preferred (not mandatory).
   
• Previous experience in a bank call centre, customer service, or financial services role is an advantage.
   
• Strong verbal and written communication skills in English (Mandarin or other Asian languages a plus).
   
• High level of patience, empathy, and professionalism when dealing with customers.
   
• Ability to handle difficult conversations and resolve issues calmly and effectively.
   
• Strong problem-solving skills and attention to detail.
   
• Able to work effectively with internal teams and external funder partners.
   
• Organised, reliable, and able to manage multiple tasks in a fast-paced environment.
   
• A genuine passion for helping customers and delivering excellent service.
   

Skills