Broker Operations Specialist

4 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $120,000
Job Overview

The role of Broker Support Team Leader is pivotal in driving exceptional service delivery to broker and installer partners throughout the loan acquisition journey. This position ensures operational efficiency, consistent service delivery, and a seamless experience for referrers engaging with our business.

Key Responsibilities
  • Team Leadership & Development: Lead, mentor, and develop the referrer support team, fostering a culture of accountability, growth, and customer-first service.
  • Onboarding & Training: Onboard and train new team members, ensuring they have the necessary knowledge and skills to succeed.
  • Performance Management: Provide ongoing coaching, feedback, and performance management to support team development.
  • Quality Assurance: Conduct regular Quality Assurance (QA) reviews and training to maintain service excellence.
  • Operational Management: Monitor and manage daily partner support operations, ensuring queues are handled efficiently and SLAs are met.
  • Resource Allocation: Allocate resources effectively to maintain workload balance and service levels.
Escalation Handling & Partnership Experience
  • Primary Escalation Point: Act as the primary escalation point for complex broker and installer issues.
  • Feedback Analysis: Review feedback and complaints to identify trends and implement process improvements.
  • Collaboration: Collaborate with internal teams (e.g., Credit, Settlements, Sales) to resolve issues and improve the referrer journey.
Performance Monitoring & Reporting
  • Performance Tracking: Track and analyse team performance, broker satisfaction metrics, and operational trends.
  • Reporting: Provide regular reports to senior management with insights and recommendations for service improvements.
  • Training Needs Identification: Identify training needs and process gaps based on feedback and QA results.
  • Compliance: Ensure all partner interactions comply with regulatory requirements and internal policies.
  • Remediation Actions: Assist with compliance training and address any remediation actions as needed.
What We Offer

At our organisation, you will be part of a high-performing, diverse, customer-focused, and collaborative team. You will enjoy a dynamic work environment, flexible working arrangements, and opportunities for professional growth and development.

Our commitment to diversity and inclusion is evident in our hiring practices and workplace culture. We welcome applications from candidates with diverse backgrounds and experiences, including Aboriginal and Torres Strait Islander people and people with disabilities.

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