Shu (Susie) Shen

The Junior Loans Support Officer (JLSO) supports the Loans Support Team and Senior Loans Support Manager (SLSM) to maintain ThinkTank’s customer service standards and service quality. The JLSO will ensure all customer enquiries (post settlement) are actioned accurately, professionally and within service level agreements (SLA) driving customer focused outcomes. It is highly critical to this role that individuals have strong attention to detail whilst attending to a large volume of work.

Key Accountabilities:
Loans Support (Post-Settlement): Respond to customer inquiries within SLA guidelines. Manage loan processes including insurance updates, loan term expirations, discharges, and variations. Maintain accurate customer records and liaise with third parties as needed.

Customer Focus: Deliver excellent customer service and meet SLAs. Support customer retention efforts and assist with online portal usage.

Risk Management: Ensure compliance with regulatory standards and escalate credit risks.

Teamwork & Process Foster positive relationships with stakeholders and contribute to process improvements.

Skills & Experience: in credit customer service and strong systems knowledge (banking, Excel). Strong communication skills and attention to detail.

Key Relationships: :

Credit officers, Managers.
External: Brokers, clients, solicitors.