Work Type – Permanent Full Time

Expertise – Administration, Contact Centre, Customer Experience, Customer Service

Job Level – Entry, Experienced

About Us: Fundmaster was founded in 2012 to support New Zealanders with building a future that was financially secure.  10 years later, we have helped thousands of customers achieve their goals and dreams, through the delivery of a holistic approach to financial advice.

We’re a team of dedicated financial advisers, with decades of collective expertise in banking, financial services and credit risk management.  We offer a personalized approach to mortgage and financial advice by focusing on every client’s individual and unique needs and goals rather than spouting mass-produced advice and treating your precious home loan application as just another transaction.

At Fundmaster we want our clients to have faith that their mortgages, insurances and business finances are in good hands.  We focus on the overall wellbeing of our customers, our community and our team members.  And we invest in innovative technology and continually challenge ourselves to improve our systems and processes to ultimately providing better value to our customers.

About the Role: The Client Services and Adviser Support Officer is a critical conduit between our customers and the Fundmaster brand.  They are often the first point of contact for our customers and act as the ‘face of Fundmaster’ for ongoing client relationship management.

By providing valuable administrative and service support to our lending assessors and advisers, the role helps Fundmaster retain and grow its brand consideration and market share for mortgage and insurance advice.

This role is the stepping stone to a career in financial services and offers incumbents an opportunity to learn and grow into mortgage advising and banking.

Specific responsibilities and objectives would typically include (though are not limited to):

• Front desk plus phone and email based customer servicing, act as first point of contact for customer queries and direct them to a qualified contact point for appropriate advice.
• Support with pre-qualifying customers for various mortgage and insurance products, maintain customer information on our CRM platform and in keeping with existing industry wide compliance and privacy regulations.
• Proactive outbound calling to contact customers when their mortgages come up for review, liaise with Banks for optimum interest rates, while keeping customers informed throughout the process.
• Support our team of lending assessors and mortgage advisers on lending applications, including collection of documents from customers, validation against internal compliance policies and archival on internal systems.
• Maintain a congenial and professional working relationship with our lending assessors and advisers, always seeking to have a growth mind-set towards learning and personal development.
• Assist with general housekeeping, administration and office management.

About You:

• Knowledge of banking and financial services is preferable, but not essential.
• Most importantly, you should have great customer service and relationship building skills and a genuine desire to see customers succeed and establish secure financial futures.
• You should be a self-starter, motivated to learn new skills and develop yourself, proactive with your tasks and have a positive attitude towards change.
• You must also be highly organised and have strong time-management skills with a proven ability to deal with multiple tasks, establish priorities and meet deadlines.
• A high attention to detail is critical too, as sometimes the smallest mistakes can compromise our customers’ privacy or financial wellbeing.
• And you must possess a good working knowledge of computer applications, including the full range of Microsoft Office tools and be generally comfortable working with technology.

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