Customer Service Officer (Max-Term Contract - 12 months) …, North Sydney

Job Title: Customer Service Officer (Max-Term Contract
- 12 months) Location: North Sydney Employment Type: Full-Time Industry: Financial Services / Consumer Lending An established consumer lending fintech business is seeking a customer-focused and operationally strong Customer Service Officer to join their Customer and Merchant Operations team. In this role, you will support customers and merchant partners across the full loan lifecycle- from application through to settlement, servicing, and collections. You will play a critical role in delivering high-quality customer outcomes, resolving queries efficiently, and ensuring all interactions meet regulatory requirements and internal policies. Key Responsibilities
· Act as a primary point of contact for customers and merchant partners across the loan lifecycle
· Manage inbound and outbound customer and merchant enquiries across phone, email, and CRM systems
· Support customers throughout the loan lifecycle, including application assistance, post-settlement queries, and account servicing
· Liaise with customers, merchants, and internal teams to resolve queries, escalate issues, and ensure timely outcomes
· Triage and manage complaints and escalations in accordance with Internal Dispute Resolution (IDR) requirements
· Support collections and merchant service activities in line with compliance and contractual obligations
· Perform verification and administrative checks to support accurate and compliant credit decisioning
· Maintain high standards of service quality, compliance, and turnaround times in a high-volume environment
· Build and maintain strong relationships with merchant partners to ensure a seamless customer experience
· Identify recurring service issues and proactively contribute to process, system, and customer communication improvements
· Collaborate with Credit, Collections, and Product teams to enhance operational efficiency and customer outcomes About You
· Proven experience in customer service, operations, or client support within financial services, consumer lending, or fintech, ideally in a high-growth environment
· Strong understanding of end-to-end customer lifecycle processes across credit products (e.g. application, settlement, servicing, and collections)
· Working knowledge of Australian consumer credit regulations and frameworks, including NCCP, ASIC RG209, and IDR/EDR obligations
· Excellent communication skills, with the ability to manage customer queries, complaints, and escalations across multiple channels (phone, email, CRM)
· High attention to detail, with the ability to perform verification and administrative checks to support accurate and compliant credit decisioning
· Experience using CRM platforms and customer support tools in a high-volume operational environment
· Demonstrated ability to manage competing priorities and resolve issues effectively while maintaining service quality and turnaround times in a high-volume workplace
· Strong stakeholder management skills, with the ability to collaborate across internal teams and build effective relationships with merchant partners
· Proactive mindset with the ability to identify recurring service issues and contribute to process improvements, documentation, and knowledge base development
· Understanding of collections and merchant support processes, including working within compliance and SLA-driven environments
· Flexibility to work shifts, including weekends, to support business and customer needs Nice to Have
· Experience handling IDR cases or liaising with external dispute resolution schemes (e.g. AFCA)
· Exposure to merchant or partner support functions
· Familiarity with customer experience metrics (e.g. CSAT, NPS) and QA processes
· A passion for customer-centric innovation and continuous operational improvement What will you get in return?
· Competitive salary aligned with market standards
· Flexible working arrangements
· A collaborative and high-performance team culture
· Career growth opportunities within a scaling fintech lending business
· Ongoing training and professional development What you need to do now? If you're interested in this role, click 'apply now' or forward an up-to-date copy of your CV to Job Type: Full-time Pay: $80,000.00 – $100,000.00 per year Experience:
- Lending: 2 years (Required) Work Authorisation:
- Australia (Required) Work Location: In person Apply on Kit Job: kitjobau.com/job/3rmb4g