job description
Join BC Solutions, a leading Australian company in the mortgage industry, as a Customer Service Officer and work remotely from the vibrant locations of Bali. This is a unique opportunity to combine your professional growth with the island’s inspiring lifestyle while delivering exceptional service to our global clientele.
In this role, you will serve as the first point of contact for customers, addressing inquiries, resolving account-related issues, and ensuring a seamless experience across multiple communication channels. Your ability to provide clear, empathetic, and efficient support will directly contribute to customer satisfaction and business success.
We are looking for a detail-oriented, proactive professional with a passion for customer service and a strong understanding of the mortgage or financial services sector. If you thrive in a dynamic environment and enjoy solving problems while maintaining a high standard of service, this role is for you.
Responsibility
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Resolve account-related issues, including payment discrepancies, loan status updates, and documentation requests.
- Provide accurate and up-to-date information on mortgage products, policies, and procedures.
- Escalate complex issues to the appropriate departments while ensuring follow-up and resolution.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Collaborate with cross-functional teams to improve service quality and customer experience.
- Educate customers on self-service options and digital tools to enhance their experience.
- Adhere to compliance and regulatory standards in all customer communications.
Qualifications
- Minimum of 2 years of experience in customer service, preferably in the banking, financial services, or mortgage industry.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities with a customer-centric approach.
- Proficiency in using CRM systems and Microsoft Office Suite.
- Ability to work independently in a remote setting with a stable internet connection.
- Familiarity with mortgage processes, loan servicing, or financial products is a plus.
- High attention to detail and organizational skills.
- Willingness to work in Australian business hours (flexible shifts may apply).