Customer Support Representatives provide a critical front line of support via telephone, email and webchat for Wisr customers. Customer Support Representatives coordinate within our teams to provide customers with information on our products and services, loan servicing queries, new loan applications and technical support with our products.
KEY RESPONSIBILITIES
Act as the first point of contact (inbound calls/emails) for all customer and broker enquiries relating to our online application form, credit policy, the status of new applications and all customer enquiries post-settlement of their loan.
Liaising with credit operations and payments teams to ensure loan applications meet our turn-around-times
Liaising with payments and collection teams to ensure customers are being supported when going through financial hardship.
Facilitating customers who wish to pay out their loan, amend account details and set up payment arrangements.
Assisting customers submitting loan applications, including assisting with contract e-signatures
Ensure all communications with customers are documented and recorded in accordance with company policy
Build and maintain external broker and customer relationships
Work closely with the Lending Consultant, Lending Representatives, Verifications and Credit Operations teams to ensure we deliver exceptional service and hit settlement targets
Handle high volume of emails, ensuring these are actioned or passed to the appropriate area of the business allowing for seamless processing of customer requests
Support operational payment functions such as confirming funds are allocated to loans, and troubleshooting dishonour repayment enquiries.
Respond to social media enquiries and reviews.
SKILLS, QUALIFICATIONS, EXPERIENCE & BEHAVIOURS
Previous lending experience is highly advantageous.
A proven track record of providing excellent customer service in a fast-paced environment
Ability to negotiate and advocate for customers with internal teams, including the ability to understand and apply processes in different configurations
Solid verbal and written communication skills with the ability to speak appropriately with people of all levels
Excellent attention to detail, time management skills and ability to multi-task
Keen interest in achieving settlement targets within set timeframes
A genuine interest in finding solutions for customers
The ability to build and maintain relationships with our valued broker networks
Tech savvy, inquisitive, and the ability to pick up new programmes and processes quickly
Experience managing both inbound and outbound telephone enquiries
At Satellite Office, we help businesses build high-performing offshore teams in the Philippines, enabling you to scale quickly, reduce costs, and boost efficiency.
We’re not your typical offshoring provider; we’re your strategic growth partner.
With over a decade of experience and more than 1,800 staff, we’ve helped companies like Send Payments, Uber, Chatime, HelloFresh, King Living, and Pet Circle grow by connecting them with top-tier talent across IT, finance, sales, marketing, operations, customer service, and beyond.
Unlike traditional offshoring or BPO models, with Satellite Office, your offshore staff works directly with you, reporting into your team and aligning with how you work from day one.
We've carefully chosen the Philippines for their strong English proficiency and Western-influenced culture, making communication easy and collaboration feel natural. Watch as your team integrates faster and works as one.
Why should you choose us?
✅ Top talent for any roles, tailored to you
Our expert recruiters source high-quality professionals who fit your exact business needs and culture, whether it's customer service, sales, IT, software development, finance, creative design, digital marketing, or back-office support.
✅ Fully managed, with expert support
We handle all the essentials — HR, payroll, IT, admin, and account management — so you can focus on your offshore team's performance, not paperwork.
✅ Premium office infrastructure
Your remote staff operates from state-of-the-art serviced offices equipped with advanced, reliable network infrastructure, ensuring seamless operations and collaboration.
✅ Hands-on leadership
With dedicated management teams in Australia, the US, and the Philippines, we provide local expertise, strategic insights, and ongoing support to ensure your offshoring journey succeeds.
Ready to see how offshoring can transform your business?
Visit our website or DM us for a free offshoring consultation.
