30 December 2020
Customer Service Support (Australian Mortgage Experience)

Overview:

Beepo is a fast-growing BPO in Clark, Pampanga with an Employee Satisfaction rate of over 96%.
 
You will need great English communication skills, both written and verbal. You will be supported by a great working environment, leading benefits, and an opportunity to meet your career goals. You will be able to apply your skills and innovative thinking to this role. This is an opportunity to grow your career quickly.
 
Duties and Responsibilities:
 
Update Client Details
  • Receive client details sent by the broker
  • Discuss with broker (for existing clients) what details are in sdrive/cloud from most recent client application to better understand client and needs before contact
  • Contact client (as directed by broker) to complete / update clients’ needs review document within 24 hours
  • Client to complete monthly living expenses doc and return for file
  • With direction from broker - request and assist client to provide their supporting documents 
  • Data entry of updated clients’ details into Salesforce CRM software
  • Liaise with broker over documents and advise any delays
  • Check all bank statements for inconsistencies such are dishonors, overdrawn, or suspicious transactions and advise broker immediately Check payslips for deductions such as salary sacrifice and advise broker
  • Further clarification from clients may be necessary on their bank statements, conduct or payslips deductions (letter from client or letter from employer) broker to advise if this is needed
  • All documents are scanned and saved in client folder on sdrive / cloud for broker to access and review
  • Assist broker as directed with research/clarification on various lender policy or have specific questions answered by lender BDMs
  • Once documents all received advise broker - Broker complete servicing with various lenders and discuss finance options with clients / have appointment with clients
  • Once the lender is selected, the broker will advise Finance Application to be completed. These are obtained off broker sites or from BDMs
  • Check dates on client documents and discuss with broker obtaining updated versions due to time lapses
  • Finance application completed and emailed to clients for checking, signing and return
  • Application and supporting documents to be verified and input on CRM validated as correct / matching
  • File is in order with application signed and all supporting documents
  • File is now ready to be given to staff member 2 (for lodgement and compliance docs issued)
Emails (Work in conjunction with other employee)
  • Broker emails to be vetted and discussed daily with broker, actioning as directed
  • Emails to be sorted into client folders
  • Once emails are completed, to be saved in clients folder in sdrive/cloud
  • Broker would like outlook emails to be cleared daily so that outlook appearance shows work in progress only and nothing else
Client Database Marketing
  • Working with broker on campaigns to client base, birthday wishes to clients, newsletters, Instagram, Facebook, and any other campaigns as broker directs
Reviews on Loan Anniversary
  • Contact with client (loans less than 4 years old) as directed by broker, confirming their product is still suitable, pricing requests, interest only anniversary, fixed rates expiring, suggestions of better products available in the market today
Client Database Updating
  • For clients loans that are older than 4 years, database will be worked through contacting these clients to update their details and to do loan reviews with Broker (rather than on anniversary)
Support role for staff member handling Post Bank Selection
  • Assist this staff member as required and directed, will be trained to perform all the duties of this role
Qualifications and Experience:
  • Experience in Australian loan processing
  • Excellent communication skills both written and verbal
  • Process and Technology Driven - able to pick up new processes quickly
  • Demonstrated success finding solutions in a customer facing role
  • Podium experience or similar lending CRM
  • High attention to detail
  • Ideally with an understanding of Social Media – Facebook and Instagram
  • Must be willing to work in Clark, Pampanga