This is a Customer Success Associate role with Driva based in Surry Hills, Australia
Driva --
Role Seniority - A role for someone with underlying potential, good motivation and ability to learn. Typically no direct experience is required.
More About The Customer Success Associate Role At Driva
We are looking for a Customer Success Associate to join the team at Driva. You will be responsible for providing a seamless customer experience through each step of the loan process. This role is focussed on creating, identifying and maintaining intent in high value customers, picking up the relationship once an initial application is complete and progressing the application through to approval.
This role requires a sales-driven approach to keep customer engagement high and maintain credibility with our brand and process, ensuring a fast turnaround, high approval conversation and smooth handover process between teams.
Key Responsibilities
Customer Consultation: Engage with customers over the phone to understand their needs and provide information on car loan products. Customer Experience: Providing outstanding customer service to enhance the financing experience for all customers. Loan Application Assistance: Help customers complete loan applications and collect necessary documentation. Documentation Verification: Ensure all required documents are accurately collected and verified. Follow-Up Communication: Regularly update customers on their loan status and handle any enquiries or concerns over the phone, email and SMS. Sales and Promotions: Promote additional services and meet sales targets through effective product presentation, objection handling and upselling. Customer Support: Provide timely solutions to customer issues during and after the loan application process. Compliance Adherence: Ensure all customer interactions comply with internal company policies (and therefore external regulations) Team Collaboration: Work with team members across departments to enhance service delivery and share customer feedback. Professional Development: Continuously update knowledge on products, technologies, and regulatory changes affecting car loans.
Skills And Experience
Previous experience (ideally 1 - 2 years' experience) in sales Ability to problem solve issues Exposure to CRM (Salesforce preferred but would consider other software experience) Eagerness to learn and exceed targets Excellent communication and negotiation skills Passion for the industry and a strong desire to help customers Experience in Fintech or within another startup (preferred)
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Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Driva team will be there to support your growth.
???? Please consider applying even if you don't meet 100% of what's outlined ????
Key Responsibilities
Account Retention and Expansion Customer Query Handling
Key Strengths
Negotiation Service orientation Verbal communication
Why Driva is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with Driva not with Hatch.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
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