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Customer Service Case Manager – Fintech
CreditorWatch. Support customers with inbound enquiries via phone, live chat and email across different geographies .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service, with a focus on dispute resolution, process improvement, and effective communication. Proven ability to manage multiple priorities while enhancing customer experience and engagement.
Highest-signal resume keywords
Customer Service ExperienceDispute HandlingProblem-Solving SkillsTime ManagementProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Excellent CommunicationActive ListeningStrong Written CommunicationStrong Verbal Communication
Industry Keywords
Customer ExperienceNPS EngagementCommercial DisputesStakeholder EngagementProcess Improvement
About the role
Key responsibilities & impact- Support customers with inbound enquiries via phone, live chat and email across different geographies
- Conduct outbound activities to help online members unlock and manage their accounts
- Provide suggestions for continuous improvement to team processes and help centre management
- Review customer feedback to improve team autonomy and the overall customer experience
- Handle commercial disputes between customers and their debtors
- Handle and progress customer cases from enquiry through resolution
- Balance competing priorities and deadlines while navigating complex matters, escalations and multi-stakeholder investigations
- Share customer feedback and insights to improve products and customer experience
- Investigate and manage commercial disputes, track timelines and engage multiple stakeholders
- Own and drive ad-hoc initiatives to streamline processes, boost efficiency and improve customer-centric outcomes
- Report directly to the Customer Service Manager
Requirements
What you’ll need- A couple years of experience as a Customer Service Agent
- Passion for providing world class service and driving positive NPS engagement
- Excellent communication and active listening skills
- Strong problem-solving skills
- Dispute-handling experience
- Time-management skills
- Strong written and verbal communication
- Experience working on projects is highly advantageous
Benefits
Comp & perks- Fitness First Platinum gym membership
- Barista-made coffee, breakfast, snacks, lunches and drinks
- Additional wellness day off each month
- Monthly in-house massages
- Monthly team-building activities
- Free legal services, including conveyancing, property advice, and assistance with wills, trusts and powers of attorney
- Open communication and rewards and recognition, including probation celebrations, all-staff birthday celebrations and service anniversary celebrations