Customer Onboarding Specialist (Exp. in legal sector)

Hi, we’re PEXA! We know you’ll Google us before applying, so let’s 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’re helping 20,000+ families into their homes each week. We’re 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. We’re 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. We’re a passionate, motivated and unashamedly enthusiastic bunch at PEXA – we love what we do and we’re proud to admit it! Creating brilliant experiences for our members and their clients wouldn’t be possible without ensuring we deliver an exceptional employee experience.

Here’s 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. You’ll document and follow up on any feedback to ensure we continuously enhance our processes in line with customer needs and expectations. Through this, you’ll 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 prepared, able 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: 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.

£30,000 - £35,000 a year. Sounds like you? We at PEXA are ready so if this role sounds like you apply today.