• Collect and prepare all necessary documentation for the loan package.• Research applicant credit status and current financial position.• Complete loan contracts and ensure clients are kept informed of the rules and requirements.• Respond to customer inquiries via phone, email and chat regarding loan status, required documents and other general inquiries• Work with clients to establish their needs and recommend suitable types of loans.• Follow-up with clients to verify important information.• Ensure you comply with the established regulations and law requirements.

• Speak with loan borrowers on the phone and email, advising and guiding them throughout the entire loan process.• Review financial information from all relevant parties.• Originate and evaluate loans according to company guidelines and standards.• Submit and monitor the status of applications.• Maintain good relationships with clients by keeping them informed.

• To assess loan applications through the use of lending experience and knowledge in structuring deals, balancing lending guidelines to protect the company’s lending portfolio to write sound profitable business, checking for possible instances of fraud.• To accurately interpret valuations identifying any possible risk from comments made.• Responsibility to report any loan documents that may be considered fraudulent.• To liaise with the funders/asset finance insurers/business partners with regards to the status of the loan applications upon approval of the designated supervisor/manager.• Follow through loan approvals to pre-settlement and ensure loan conditions are met.• To coordinate Business Partner follow-up on other missing documents.• Meet specific compliance regulations and administration responsibilities.• To complete general administrative functions.

Customer Service / People Management:• Ensure staff are provided with the highest level of service within company guidelines.• Assist Business Development Managers (BDM) and Sales Managers (SM) with application follow up, progress reports, pipeline maintenance and general loan application support.• Establish and maintain records including the reconciliation of corporate AMEX cards and recoverable expenses• Assist in creating presentations, documents and communications for the external presentations• Collecting, distribution of correspondence / mail• Day to day administration activities as requested by the company• Manage (on request) emails/ calendar bookings addressing issues and subsequent follow up on outstanding issues as requested• Handle enquiries relating to Pepper via telephone, email and written correspondenceBroker Call Packs:• Arrange and facilitate call packs on behalf of Senior BDM• Ensure data accuracy and completeness • Create call pack and monitor performanceEvent Management:• Organise small conferences, functions, social events and meetings, compiling all necessary documents• Provide assistance to the seniors with corporate events

• Assists end users with basic-advanced technical issues/concerns• Conducts fault assessment and escalates system issues to development• Contributes to client retention by providing brilliant customer service and reliable solutions• Manages Zendesk and Intercom (chat/email) message queue• Manages Knowledge Base / Help Center / Support Articles• Collates and reviews client feedback for product improvement

• Generate complete, accurate, and timely invoices using Xero• Correct entries on invoices for discrepancies in prices, quantity of contacts and total amount• Prepare billing statements, receipts, and checks as required and enter details in the system• Maintain records of invoices posted, payment collected, and change in address of clients• Coordinate and compile weekly reports• Organize and maintain files

• Handle daily stress levels, complexity, call/email volumes and diversity of customers in the contact center.• Verify customer data to detect and identify financial fraud.• Update client information• Demonstrate appropriate and professional phone skills, exhibited composure and patience.• Comprehensive knowledge of the service provided by the company and to customers:  Credit/Debit cards  Deposits  Loans  Investments  Online Banking• Answer high volume of inbound calls/emails and assist customers with their accounts.• Strong work ethics, high level of integrity and ability to work with all levels of staff.• Work a flexible rotating retail schedule that includes nights, weekends, holidays, and some overtime.

• Respond to incoming inquiries, customer questions and resolve problems to standardized procedures while maintaining a courteous manner. • Gather information and ask questions to determine source of problems and customer needs. • Assist customers in setting up their email clients (MS Outlook, Mozilla Thunderbird, etc.)• Record all customer and issue-related information in the proper database.• Assistant Team Lead / OIC duties  Call quality evaluations  Coach agents to provide constructive feedback, addressing areas for improvement while establishing a clear path for meeting goals and objectives.  Shift schedulingAwards:  Best of the Best (Top Performer) for 2012  Top Performer for the First Quarter of 2012  Top Performer for March, 2012  AHT Top Performer for September and October, 2012  NPS promoter for January, 2012

• Evaluate benefit insurance claims and process payments for applicable claims. • Respond and analyze queries related to claim applications, payment procedure, denial reason and deductible amounts. • Ensure that received information from all sources is complete and accurate. • Analyze and verify data received for claim application and related documents. • Ensure company records were validated and claim approval. • Converse with insurance agents, brokers and claimants to investigate questionable statements. • Inspect clarity and completeness of documents and process medical insurance claims. • Assist customer to update on their claim status. Awards:  A&H Claims Service Award for outstanding contributions for the company

• Dissects and analyzes information from the time the case was entered into the system, to the underwriter approval, and up to when the case enters the Final Act work queues• Analyze information from application, supplemental forms, and correspondence for accuracy and completeness of the policy information based on defined state rule and process guidelines• Determine proper policy effective dates, forms on delivery and signature requirements to place the policy in force• Determine if all delivery requirements are received• Applies submitted cash and credit card charge into system, if any• Edit and issue term policies, generate necessary amendments, forms, and letters for delivery.• Handle reissues on conditionally issued cases• Prepares policy for printing• Moves case/transaction to appropriate status or areaAwards:  Certificate of Achievement for consistently meeting the productivity target of each incoming invoice and providing production help to Final Act on Pendcash processing while maintaining the accuracy score on all invoice at 99.5%.