Account Manager, Zip Business at Zip Co

Zip Business, Full-Time, Sydney sydney full-time
Posted a month ago

Before we dive into the role, let’s talk about flexibility. Our Zipsters can choose where and when they work by taking full advantage of our hybrid-work environment. So whether you’re mostly remote, mostly in the office or a mix of the two, you’ll be empowered to do whatever brings out your best.

About us

We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 13 countries (so far) - and we’re just getting started.

We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

This role sits within the Australian and New Zealand Account Management Team, reporting to the Senior Manager, Business Operations for Zip Business. 

Zip Business is a rapidly growing operation within Zip Co, set up to specifically serve the growth needs of the small business community. 

Our Account Managers are driven to provide the best possible experience to our customers and have a solutions-oriented approach to handling issues and challenges. You will own customer inquiries and be able to learn how to fully resolve each interaction or escalate the customer inquiry to the correct internal team, including product, sales and credit. You will manage customer applications right through to our credit assessment team and assist customers manage their accounts. In this role you will have impeccable judgement and the ability to de-escalate and manage customer disputes.

What you will own and support:

  • Be the first point of contact with potential and existing customers via phone, email, and live chat to help with any specific requests 
  • Work with set daily tasks which requires you to reach out to customers to assist with the completion of applications, handing applications over to our credit team, often keeping referral partners informed along the way
  • Work closely with our internal loan operations and underwriting teams to resolve any issues which may arise 
  • Reach out to warm leads from our online referral partners, articulating what we can do to help grow their business with the aim to convert into a completed application
  • Potentially introducing businesses not only to our Zip Business Capital product, but also our Trade buy now, pay later products
  • Help to ensure customer and partner satisfaction by providing professional support during and after the application process and if required handle customer concerns by providing swift solutions
  • Manage data within our CRM (Salesforce) and other internal systems at Zip Business
  • Assist in the onboarding of new partners to the Zip Business partner program
  • To help us level up, you'll bring:

  • 2 years+ customer service experience, be that across a range of industries such as retail, financial services or call centre, and/or is a recent graduate from a Finance/Commerce/Economics related degree
  • Ability to work from 7am AEDT to help serve our NZ customers is desirable but not a necessity
  • Uphold and improve Zip Business’s reputation as an efficient and reliable loan provider in the market
  • Embody the Zip values with a focus on customers (customer first), individual accountability (own it), working effectively as part of a team (stronger together) and seeking to continuously grow and improve (change the game)
  • An eagerness to learn and understand the needs of Australia’s small business community
  • A passion for helping others and creating an outstanding customer experience
  • A warm and professional phone manner, and an independent and hands-on approach to their work
  • The hunger and tenacity to chase leads that come in through our online network of referral partners
  • The ability to prioritise and keep calm during high-pressure situations, and a strong sense of responsibility.
  • Ability to build and maintain relationships with internal and external stakeholders
  • CRM experience (e.g. Salesforce) is desirable but not a necessity
  • We’re proud to be a values-led business. They guide us in everything we do - how we work together and create game-changing experiences for our customers and fellow Zipsters.

    If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

    We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

    What’s in it for you?

    We offer a variety of perks and benefits to support you at both work and home. Here’s a taste of what you can expect!

    ●     Flexible working culture
    ●     Share incentive programs
    ●     Generous paid parental leave
    ●     Leading family support policies
    ●     Paid birthday and volunteering leave
    ●     Mental health and wellbeing program
    ●     Virtual yoga and meditation classes
    ●     Epic office with a casual dress code
    ●     Fun team with high-growth hustle
    ●     Remote working allowance
    ●     Heaps of social events

    Join us on our mission to be the first payment choice, everywhere and every day.