Customer Service Officer, Novated

Job description

Purpose; The purpose of this role is to support Service to our NLI’s for all Managed Novated Accounts. Core Responsibilities;: Provide proactive support to third party introducers and customers by exceeding customer expectations within agreed SLAs for all Novated Managed Accounts: Payout letters/Residual letters/Residual Tax invoice Statement and document requests: Processing cessations: Processing account Re-Novations: Reviewing and processing refunds on managed accounts Liaising with Novated Introducers on Security Substitution including PPSR removal and registration of new PPSR Supporting Novated Introducers through answering queries regarding active accounts via phone / email Supporting managed direct customers through answering queries on accounts and processes via phone / email Strong knowledge base of our Enterprise system Managing arrears on accounts: Reviewing and sending out fortnightly arrears reporting to Novated Introducers Investigating account issues, arrears and assisting the closure of accounts when paid Liaising with internal stakeholders & external stakeholders, providing support for direct customers Managing & assisting the complaints and hardship processes incl...