Customer Specialist

In this role, you will provide added value to the New Zealand onshore team through a wide range of tasks. From assisting customers or merchants on lending or customer enquiries, assisting our offshore partner with process queries and underwriting. You will performing monthly monitoring to ensure we are adhering to our obligations as a Responsible Lender.
 

As part of the wider Originations ANZ Team, you may be required to assist across any of our ANZ originations functions according to customer demands.
 

Let’s look at some key responsibilities:

• Provide lending process support to our offshore partner to deliver excellent service to customers and partners.

• During high application volume periods, assist the team in assessing new applications or credit limit increase applications submitted through digital and telephony channels in a timely manner..

• Perform control reviews to ensure the team are handling customer and merchant enquiries within company and compliance requirements.

• Manage escalated customer or merchant queries from our Partner Relationship Managers.

• Develop strong relationships with both internal and external stakeholders.

• Maintain a high level of professionalism & integrity adhering to Credit Policy & standards.

• Conduct relevant research to make responsible lending decisions.

• Follow call and digital structure and adhere to communication related guidelines and best practice that will

• contribute to our overall Customer Satisfaction (CSAT) results.

• Work in accordance with Latitude Financial policies and procedures, demonstrating Latitude values and high ethical

• standards consistent with company values and our Code of Conduct. It is your responsibility to become familiar with,

• understand and ensure all Compliance; Legislative & Regulatory responsibilities relevant to your role are met.

• Achieve departmental Key Performance Indicators (KPIs)

• Undertake any other duties determined by management e.g., audits, projects, or training/mentoring of new employees
   

 Ideally, we're looking for the following: 
Let’s look at you:

• Ideally 1 to 2 years’ experience in a banking role.

• You have strong communication, negotiation and resolution skills.

• A continuous improvement mindset, identifying opportunities to improve processes &customer experience.

• Competent & proficient in various software

• The ability to work in a fast-paced environment, handle multiple priorities and manage expectations.

• Customer first mindset – understands what it takes to deliver exceptional customer experiences.

• High Attention to detail and integrity with compliance
   

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident you’d be a good fit, we’d love to hear from you!
 

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

• Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days

•  Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave

• Yearly salary reviews.
   

We're Latitude, partners in money. Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take Ownership, Win Together, Pursue Excellence, Create Tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.