Job Title

This is a Customer Support Agent role with one of the leading companies in AU right now Prospa with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Prospa Were looking for a friendly and proactive Customer Support Agent to assist our customers with Business Loans, Lines of Credit, and Business Accounts. In this role, youll ensure a smooth and seamless experience by answering calls and responding to emails through our CRM system. Youll handle a high volume of inquiries, multitask, and stay organised to ensure both customers and our internal teams are well-supported. Plus, youll be the go-to escalation point for our offshore support team, helping to resolve more complex issues. What you''ll be doing: - Handle calls and emails (50 a day) to help customers with Business Loans, Lines of Credit, and Business Accounts. - Respond to queries about accounts, documents, payments, and troubleshooting, making sure everythings accurate and within our service level agreements (SLAs). - Build great relationships with customers, understand their needs, and offer fast, clear solutions to keep them happy. - Direct customer requests to the right internal teams (like IT or payments) for quick resolution. - Work closely with internal teams to ensure customer requests are handled smoothly and SLAs are met. - Be the go-to person for escalating issues from our offshore support team. - Get involved in ad-hoc project work as needed. What you''ll need to succeed: - Previous customer service experience (phone-based is a big plus). - Great verbal and written communication skills. - A professional attitude with a knack for problem-solving. - Strong attention to detail and solid time management and organisational skills. - Experience managing internal stakeholders. - Comfortable with ambiguity and able to adapt to change. - Always keen to get feedback, learn from mistakes, and stay aware of your strengths, weaknesses, and opportunities for growth. - Any financial experience is a bonus If you dont think you''re a perfect fit, you should still sign up to Hatch and create a profile, we''ll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career thats right for them. We model this in our hiring process for our partners like Prospa. Applying here is the first step in the hiring process for this role at Prospa. 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.