Customer Experience Officer

Viking Money is the asset finance aggregation business of the Nationwise Group, connecting an accredited broker network with an extensive panel of lenders across consumer and commercial asset finance in Australia. Operating on a leading-edge technology platform, Viking Money provides brokers with the accreditation, lender access, commissions and support infrastructure to grow their businesses.

This role offers the opportunity to join a growing aggregation proposition and act as the key contact for new brokers and broker groups joining Viking Money, guiding them through the onboarding journey from first contact to full accreditation.

The Customer Experience Officer is the primary liaison for new brokers joining Viking Money. The role coordinates onboarding requirements, documentation and timelines, and works closely with the Onboarding, Sales and Compliance teams to deliver a smooth, professional and compliant transition for every new broker and group.

Key Responsibilities

• Relationship Management: Build and maintain positive relationships with brokers joining the business. Address queries, provide accurate information and communicate proactively to support broker satisfaction and engagement throughout onboarding.

• Customer Service Excellence: Deliver prompt, professional and high-quality service to all brokers, responding to emails and calls within agreed service standards.

• Onboarding & Project Coordination: Manage each new broker's onboarding timeline, coordinate requirements and documentation, and keep all relevant stakeholders informed, including Sales, Onboarding, Compliance and other departments as required.

• Process Improvement: Continuously assess onboarding and customer experience processes, identify opportunities for efficiency, and propose enhancements that improve the broker onboarding experience and operational productivity.

• Compliance & Quality Assurance: Adhere to company policies, procedures and regulatory requirements. Support compliant broker onboarding, including accreditation documentation, checks conducted under the ASIC reference checking and information sharing protocol, and the appropriate handling of broker personal information in line with privacy obligations.

Requirements

Essential

• Demonstrated experience in customer service, client onboarding or stakeholder coordination within financial services or a comparable professional environment.

• Excellent organisational and time management skills, with the ability to prioritise and manage multiple tasks effectively.

• Strong attention to detail and accuracy in data entry and documentation.

• Excellent written and verbal communication skills.

• Proficiency in MS Office applications, particularly Excel, Word and PowerPoint.

• Ability to work collaboratively within a team and build positive relationships with internal and external stakeholders.

• Strong problem-solving skills and the ability to think critically in a fast-paced environment.

• A proactive and self-motivated approach, with the ability to take initiative and drive tasks to completion.

Desirable

• 3+ years' experience within aggregation, residential finance, third-party distribution, or consumer and/or commercial finance.

• Familiarity with CRM systems and loan application platforms.

• Awareness of the regulatory environment applying to Australian credit licensees, including NCCP obligations relevant to broker accreditation.