Rebate Specialist

The Rebate team plays a key role in delivering an exceptional customer experience by responding to solar and battery loan/rebate inquiries via phone and email with professionalism, empathy, and efficiency. As the first point of contact, this role ensures customers receive accurate information, timely assistance, and high-quality support. They also ensure the accuracy, authenticity, and compliance of the finance application and rebate documents and customer information

Key Responsibilities:

• Serve as the first point of contact for customer inquiries, providing prompt, accurate, and professional assistance via phone, chat and email
• Be the escalation point for internal and external stakeholders to ensure verification tasks are completed accurately and promptly
• Ensure applicant documentation is reviewed and verified in line with standard operating procedures.
• Proactively identify and report on application discrepancies and anomalies during verification reviews
• Proactively and reactively manage direct communication to installer partners and internal stakeholders with an ability to grasp issues and find appropriate solutions to objections, often pre-emptively
• Conduct quality reviews of customer identification, adhering to all AMF/CTF standards, KYC obligations and company policies.
• Ensure data is entered accurately and efficiently, and matches supporting documentation
• Verify documents to ensure the accuracy of information, including payment, equipment, and installation details
• Identity verification for all renewable loan applications
• Conduct installer accreditation/verification/suspension
• Adhere to individual KPIs, including a set target of activities to be completed each day
• Adhere to the team SLA requirements set by the business

Key Qualifications

• Experience in customer service, contact center, or financial services is preferred
• Customer-focused mindset with excellent problem-solving skills
• Ability to work efficiently in a fast-paced environment
• Demonstrated experience in AML/CTF and KYC obligations will be highly regarded
• Strong verbal and written communication skills

To apply please click apply or call Olivia Portellos on +61 8 82163529 for a confidential discussion.