Customer Onboarding Specialist ( legal sector)

Leeds - UK

Monthly Salary: Not Disclosed

Posted on: 15 hours ago

Vacancies: 1 Vacancy

Job Summary

Hi were PEXA!

We know youll Google us before applying so lets keep this brief. PEXA revolutionised the way that property is settled in Australia turning a paper-based process into a digital one. Our solution is a world-first with over 500 people across Australia and an expanding international team were helping 20000 families into their homes each week.

Were passionate about solving problems for our customers always striving to set the standard for how property is bought and sold. Being awarded as one of the best places to work in Australia is a recognition of our culture and commitment to innovation customers and our community.

Were growing fast that is where you come in.

We believe our success in Australia is worth sharing and that our proven technology will advance how the UK buys and sells homes.

Establishing ourselves within the UK in late 2020 we are committed to collaborating with lawyers conveyancers lenders government and the property industry to set the new standard for both remortgages and buying and selling property.

Why become a PEXArian

Great question! Being a PEXArian is so much more than just a job. Were a passionate motivated and unashamedly enthusiastic bunch at PEXA we love what we do and were proud to admit it! Creating brilliant experiences for our members and their clients wouldnt be possible without ensuring we deliver an exceptional employee experience.

Heres a snapshot of what your life at PEXA could look like:

Your growth:

We encourage you to hit your personal and professional learning and development goals with our tailored programs and tools.

Your wellness:

We care about your holistic wellbeing

Your work/life blend:

We know that work is just one aspect of your life we want to help you create your ideal work/life blend rather than squeezing in life around work.

You will be key to onboarding new customers (Lenders & Law Firms) onto the PEXA Platform building a professional rapport being positive and cheerful to make our potential new customer feel special providing understanding assurance and the 5-star treatment to amaze and delight their experience!

You will need to be proactive flexible and take pride in managing all interactions seeing queries through from start to finish. Youll document and follow up on any feedback to ensure we continuously enhance our processes in line with customer needs and expectations. Through this youll build strong trusted relationships with our customers and establish yourself as a knowledgeable PEXA specialist they can trust and rely on.

You will start by understanding our Law Firm customer onboarding process our customer training materials and how to use our PEXA Platform. You will manage referrals and instigate the onboarding process hand holding the customer at each step via email telephone or zoom answering any questions and ensuring they are clear on what is happening.

Once onboard you will help them to identify a first transaction to process using the PEXA Platform so that they experience how it works help them to recognise the benefits and consider how PEXA can fit into their business process.

You will use our Sales & Service Platform (Salesforce) to capture the customer profile update with notes and progress to ensure transparency across teams and enable reporting.

Once competent you will further expand your capabilities and knowledge to undertake a diverse range of Operational tasks from daily administration duties and handling customer enquiries to managing User access queries.

It is critical to get responses right first time and to support this you need to be a key contributor to the continuous improvement of our processes and creation and maintenance of training and knowledge material ensuring we are a team who is better together to achieve our objective of first-class service.

Applicants must have a desire to be continually learning be self-motivated and be prepared to be busy and comfortable working under pressure.

Whilst most of the time the job is based from home you must be preparedable and willing to travel to locations across the UK at least once a week or more as and when required.

Additionally you must also be prepared to attend and support our Sales Team at industry events and roadshows.

Key Accountabilities

Customer Onboarding

Our Lender and Law firm customers are also known internally as Subscribers:
Manage the Onboarding of new subscribers adhering to the defined procedures and scripts
Take ownership of developing relationship through the onboarding process and to full completion of the 1st transaction
Maintain customer Salesforce records with updates and progress
Manage and educate multiple new customers through the process at the same time

First Transaction

Support Law Firms to identify suitable 1st transaction to process via PEXA
Assist with any processing queries throughout the transaction and follow the workspace through to completion
Update stage gates to support progress and reporting
Adhere to a defined hand back to Sales for ongoing Relationship Management

Feedback Process Procedures Training & Knowledge

Manage any feedback/issue/concerns with a resolution first approach being empathetic and solution focused
Liaise with managers for additional information and support
Document feedback and issue resolution and close the loop with the customer
Ensure any required changes to process/documentation is updated to continually enhance our approach to onboarding and first transaction keeping all stakeholders updated
Support the creation and review of Help Centre content to ensure it is updated and aligned with feedback
Work with managers to assist in creating or continually improving our process and procedures training material and knowledge content
Actively engage in collaboration and innovation to embed the PEXA values and purpose into the team culture

Skills & Experience

Essential

Previous experience in a Law Firm customer focused Support environment dealing with customers by phone zoom and email
Articulate polite cheerful and friendly
Strong time management and organisational skills
Strong communication skills written verbal and visual
A self-motivated individual who is able to work autonomously and as part of a team in a fast-paced environment
Proactive in developing knowledge and skills through self-learning
High attention to detail

Desirable

Experience of the mortgage process either with a Lender or Law Firm
Experience of using a service support system i.e. Salesforce or similar
Experience of a start up business

30000 - 35000 a year

Sounds like you

We at PEXA are ready so if this role sounds like you apply today.

To be conducted as part of post offer employment checks:

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud other unlawful or dishonest conduct malpractice and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas and your data protection rights can be found at Cifas.

GDPR Compliance

Digital Completion UK Limited (trading name PEXA) Optima Legal Services Limited (trading name Optima Legal) and Smoove Limited(a holding company which comprises of the following wholly owned trading Subsidiary companies: United Legal Services Limited United Home Services Limited Legal-Eye Limited and Amity Law Limited) are all owned directly by DigCom UK Holdings Limited which is a wholly owned Subsidiary of PEXA Group Limited in Australia (ACN; ASX: PXA) (referred tocollectively asPEXA Group).

When we processyour applicant personal data for recruitment purposes we do so as a controller. If as part of the recruitment process we share your personal data with anothercompany within thePEXA Group that company may process your personal data as either an independent controller or in certain circumstances a joint controller. By applying for this role you consent to us processing your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 and further information can be found in our privacy notice Experience:

Hi were PEXA!We know youll Google us before applying so lets keep this brief. PEXA revolutionised the way that property is settled in Australia turning a paper-based process into a digital one. Our solution is a world-first with over 500 people across Australia and an expanding international team we...