Customer Service & Settlements Officer

Making a difference isn’t just our purpose, it’s what motivates our people every day. For us, work is not about ticking a box. It’s about knowing that it matters. We make a meaningful difference every day by making it easier for our customers to focus on what matters in their lives.

Novated lease finance with no unnecessary detours - Onboard Finance was established by MMS in 2021 to provide an additional source of funding for novated leasing customers of Maxxia and RemServ, bringing finance and industry expertise so that customers can confidently source their novated lease. Onboard Finance operates under the trading names of Maxxia Finance and RemServ Finance, financing novated leases generated by the Maxxia or RemServ businesses, providing customers with a fully integrated novated lease and finance experience.

The role will combine the responsibilities and duties of the Customer Service and Settlements Officers. The role is responsible for all aspects of finance set up post credit approval including generating documents, checking & updating files, co-coordinating end-to-end settlements, providing support to MMSG Settlement Consultants and engaging with third parties where required.

At MMS clear expectations help our people Be the Difference.  Your key responsibilities in this role will include:

Duties will also include the responsibility for all aspects of customer service and administrative management of customer accounts post-settlement. This includes B2C & B2B contact and general enquiries (inbound and outbound calls) emails and requests related to generating documents, checking & updating files, providing support to MMSG staff and engaging with third parties where required.

To be considered for this role you will possess the following:

All activities relating to the support and Settlement of the lease finance include, but are not limited to:

• Processing applicable client & financial documentation in order for settlement, such as:

  • Finance applications

  • Settling client lease finance within approval conditions

  • Contracting settlements

• Portfolio management

• Accurate data input into systems

• Following up on all necessary documentation; File Checks throughout process to ensure accuracy.

• Generation of settlement packs and managing internal and external contacts

• Guiding client’s & MMSG through the settlement process where required

• Responsible for managing general customer enquiries (B2C) and owning internal/external enquiries (B2B) while proactively reviewing for account health/accuracy and systemic client issues. Including but not limited to:

  • Pay-out figure requests

  • Amortisation document requests

  • General account enquiries & updates

  • Escalating arrears to collections team

  •  Account reconciliations

• Responsible for responding to all customer enquiries via all channels (IB/OB calls & emails) regarding lease finance in a courteous and professional manner to deliver an efficient, accurate and enthusiastic customer experience.

• Liaise with other MMSG departments, employees and/or third parties as required to resolve problems with customer finance arrangements in a timely fashion.

• Responsible for engaging with customers for the entire period where that account requires management, ensuring the account is maintained up to date and on track throughout the life of finance.

• Supporting/educating customers with regards to end of finance options.

• Identify errors and/or irregularities with customer accounts and administration and implement relevant solutions to eliminate customer dissatisfaction.

• Maintain a high level of ownership for all customer enquiries regarding lease finance products which may include management of customer complaints, ensuring customer satisfaction at all times in accordance with MMSG guidelines.

What we can offer you:

• Novated leasing benefits and discounts

• 12 weeks paid parental leave and access to our Parents Portal

• Comprehensive learning and development opportunities to support your career growth

• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations

• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund

• Exempt Employee Share Plan

 Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.

• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

• We embrace hybrid working and welcome conversations about flexibility.

• We value the skills and attributes veterans can bring to our organisation.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at ***************@mmsg.com.au