Alaya, a growing FinTech-powered business and a leading force in the finance and mortgage industry, is in search of a Loan Client Relationship Specialist to join their dynamic team. As a Customer Relationship Specialist, you will be responsible for managing the relationships between Alaya and its customers. In addition, you will be tasked with maintaining and improving customer satisfaction, identifying opportunities to increase sales and revenue, and resolving customer issues. This is an excellent opportunity for someone passionate about the financial industry and eager to make an impact at a leading organization.

At Alaya, we pride ourselves on our guiding values of Care, Passion, and Oneness. As a member of our team, you will have the opportunity to collaborate with like-minded individuals, celebrate your unique talents, and forge lifelong connections. Our dedication to employee well-being and success has earned us numerous awards, including the 2023 HRD Asia 5-Star Employers of Choice Award and the 2021 Liberty Australian Brokerage of the Year Award.

Responsibilities

• Manage customer relationships, building rapport with the goal of increasing customer satisfaction and loyalty
• Review and re-price the client’s loan on a semi-annually basis
• Monitor and negotiate interest rates with the banks
• Track non-conforming loans and seek to refinance to prime lenders
• Look after orphan clients and act as the relationship manager for such clients
• Provide timely and effective resolutions to customer issues and concerns
• Work collaboratively with other departments to ensure prompt and comprehensive issue resolution
• Conduct regular follow-ups with customers to ensure their ongoing satisfaction
• Stay up-to-date with industry trends, developments, and regulations
• Deliver exceptional customer service with a positive attitude and desire to exceed expectations

Requirements

• Bachelor's degree in any field
• At least 1 year of experience in client- facing roles
• Experience in customer service or a related field would be a bonus!
• Top-notch written and verbal communication skills
• Strong problem-solving abilities and attention to detail
• Ability to prioritize tasks and handle multiple projects simultaneously
• Must love talking, interacting, and genuine care for people
• A liking for numbers and finance, (specifically the mortgage industry) will be an advantage!
• A great attitude towards learning - as there will be a huge learning curve!
• Proficient with Google Apps (Drive, Docs, and Sheets)
  

Benefits

Why should you join us?

Alaya is not just another job opportunity – it's an immersive experience that empowers you to unleash your potential and make a meaningful impact in the home loan industry. We're passionate about helping you bring your dreams to life.

Here, you'll find a vibrant team of individuals who celebrate your unique talents and foster an environment where you can be your authentic self. It's a place where genuine connections are formed and lifelong friendships are forged.

If you're looking for a place that embraces your authenticity and encourages you to soar to new heights, Alaya is the perfect fit. We celebrate diversity, foster creativity, and provide a platform for you to make a meaningful impact.

Oh did we mention, we only work 5 days a week? Mon- Fri.

Besides the list of benefits that the Labour Law mandates, we also offer;

• Salary NPR 30,000 + Social Security Fund (SSF)
• Exclusive leaves and bonuses
• Flexible working hours
• Festival, profit, and book reading bonus
• Team building activities and social events
• Accident and medical insurance coverage
• International working environment exposure
• Continuous learning and development opportunities
• Customer Referral - Refer your friends and relatives in Australia to use our services and we’ll reward you!

Work hours: 6:00 am to 2:00 pm (non-negotiable) including a 1-hour lunch break

Please note that our office premises are open so we will be delighted to work with you in a physical setup if you get selected!

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