This is a Client Success Officer (12 Month Parental Leave Cover) role with Cuscal Limited based in Sydney, NSW, AU Cuscal Limited Role Seniority - mid level More about the Client Success Officer (12 Month Parental Leave Cover) role at Cuscal Limited Job Description For a winning team that is evolving. Forward with Cuscal. At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all. Here, you’ll deliver or support interesting, ground-breaking projects that have real impact - on Australia’s financial services sector and the millions of customers it serves. You’ll innovate alongside skilled, smart, connected teams. And you’ll build an impressive, fulfilling career that continues to grow. As the largest independent payment solution providers, we’ve set the standard for over 50 years. Now, we’re preparing to pioneer the next 50. We are looking for a Client Success Officer to join our Client Success Team The Client Success Officer is responsible for working closely with our Client Partner Managers and clients to ensure exceptional client experiences and service delivery. The role is responsible for working across the Client engagement journey to anticipate client challenges or queries and proactively provides solutions and answers to increase client satisfaction. You will: Support Client Partnership Managers as required in day-to-day client servicing including coordination of client onboarding, training, adoption, retention and offboarding. Act as the voice of the customer within Cuscal, understand customer behaviour/needs and communicate to internal stakeholders. Responsible for centralised client activities including proposal support, account plans, contract governance, offboarding and compliance. Working internally across Cuscal to provide expert support for client queries, and where relevant for issues ensuring that root-cause analysis is conducted, and a corrective action plan is followed through, applying any learnings for future benefit. Identify, recommend and deliver process improvement initiatives to better service clients, through trends analysis and client feedback. Educate clients on how to optimise Cuscal’s products and services Work collaboratively to strengthen operational processes to eliminate risk and operational issues. Identify, recommend and deliver processes improvements to increase efficiency and improved client experience About You To be successful in this position you will have the following skills and experience: You are passionate about enabling excellent client outcomes. You’re highly adaptable and motivated to play a key role in a rapidly changing business and industry Proven experience demonstrating a breadth and depth of operational service delivery management The ability to create insightful presentations and experience in working with tenders/proposals Experience and an understanding of the payments/retail banking environment (highly desirable)n What’s it like to work here? As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits. Next Step If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Cuscal Limited team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities ️ Supporting client partnership managers Acting as the voice of the customer Providing expert support for client queries Key Strengths Client servicing Operational service delivery management Presentation skills Payments/retail banking experience ⚡ Adaptability Process improvement Why Cuscal Limited is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Cuscal Limited not with Hatch.
