Account Services Officer
Melbourne
Customer and Commercial – Customer Operations /
Maximum term /
Hybrid
Hi, we’re PEXA
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.
Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team.
About the role
Account Services Officers are responsible for end-to-end customer validation and activation activities, including outbound customer contacts, and ongoing account maintenance. As the first point of contact with PEXA, you’ll provide our customers with an exceptional level of customer service, while also ensuring our regulatory requirements and internal policies and procedures are adhered to.
What you'll be doing
- Contributing to the expansion of PEXA’s customer base, and supporting our existing customers with their account maintenance requests
- Making outbound calls targeting warm leads who may be eligible PEXA customers
- Following up applicants who have commenced their registration for PEXA to encourage and assist with completion
- Observing due diligence procedures by validating registration documents and supporting evidence for each applicant in line with PEXA’s regulatory requirements
- Ensuring customers are correctly set up on the PEXA platform when activated, and digital certificate orders accurately placed with our third-party supplier
- Actioning the requests of our customers for post-activation maintenance in a timely manner
- Presenting a knowledgeable, efficient and professional image of PEXA by handling all relevant matters in a respectful and professional manner
- Completing regular, high-level data entry into CRM and other internal databases
- Verifying the identity of applicants
- Completing regular, high-level data entry into CRM and other internal databases
- Take pride in managing interactions from start to finish – amazing customer experiences is what we are all about!
- Ensuring customers remain complaint in accordance with ARNECC and jurisdictional requirements:
- o In accordance with Model Participation Rules; and
- o Jurisdictional governing bodies e.g. Law Societies
What you'll bring to the table
- Experience in an administrative environment highly regarded
- Ability to work in a fast-paced environment
- Ability to work under pressure and manage multiple priorities
- Excellent written and verbal communication skills
- A confident communicator at all levels
- Exceptional attention to detail
- Customer focused with strong data entry and administrative capability
- Industry experience highly regarded but not essential
- Strong interpersonal and communication skills (both written and verbal)
- Ability to demonstrate initiative, enthusiasm, and professionalism
- A high level of personal integrity and reliability
- High level of attention to detail and accuracy
- Strong time-management/organisational skills and the ability to balance competing priorities
- Proven collaboration skills
- Proven problem-solving ability
- Strong administrative background
- Polite and articulate telephone manner
- Audit experience would be advantageous
#LI-DB1
A career at PEXA starts with you!
If you think you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential.
Why join us
• Flexibility is in our DNA, with no set office days – work from any location in Australia
• Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge!
• We know that work is just one aspect of your life. That’s why we offer up to 12 weeks ‘workcation’ for you to extend personal travel time and work remotely
• Take the opportunity to purchase up to four weeks additional annual leave per year
• Learn from the best and upskill with PEXA Academy certifications and grow your career
Our commitment to our people and a better future
At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we’re committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique! We couldn't be prouder to have a team that reflects the richness of our wider community.
We’re a proud ‘Circle Back Initiative’ Employer and commit to responding to every applicant.
Stay Connected
A career at PEXA is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too.
