Accreditation Process Lead

3 days ago

Melbourne, Victoria, Australia Ray White and Loan Market Full time
Job Description

About the Role:

This position plays a pivotal part in supporting business objectives by delivering high-quality service to brokers and sales teams. Achieving this involves accurate preparation and execution of lender accreditation data, as well as updating CRM systems with correct information.

The Accreditations Team Leader will be a hands-on role, allowing you to handle complex inquiries from our brokers & sales teams and provide support to the team in achieving great customer outcomes.

Key Responsibilities:
  • As the Accreditations Team Leader, you will have an in-depth understanding of all aspects of the LMG accreditations process and provide leadership and oversight of both onshore and offshore team members to ensure we deliver on our customer promises to brokers and sales teams.
  • You will provide support to the Accreditations team in their daily work as well as support the Head of Onboarding and other Team Leaders when required.

Responsibilities Include:

  • Providing exceptional customer service through regular communication
  • Completion of accreditation tasks, including collecting, checking, and uploading required documentation
  • Preparation of accreditation packages for new and existing brokers
  • Ongoing support, including providing reporting and feedback to the Growth/Sales Teams and participating in accreditations and wider business projects
  • Leading the accreditation team/administrators, ensuring daily check-ins with the team, phones are manned, inbox maintenance, ongoing reports are monitored daily, and regular 1-on-1 catch-ups are held

We Are Looking for Someone with:

To be successful in this role, you will possess a positive attitude and a willingness to contribute to the team's success. Experience in Aggregation Accreditation tasks is essential, and you will have a minimum of 4-5 years' customer service experience in a fast-paced and challenging environment.

  • 4+ years of Customer Service experience
  • Experience working with CRM systems
  • Able to work in a shared open environment
  • A positive outlook
  • Organised, analytical, and principled
  • Resilient to change
  • Able to multitask
  • Ability to 'think outside the square'
  • Cultural fit with our core values of leadership, integrity, curiosity, and discipline
  • Enjoy following processes and a structured environment
  • Ability to challenge existing ways of doing things and look for opportunities to improve
  • Enjoys engaging and collaborating with others and is conscientious
  • Microsoft Office suite proficiency, particularly Excel
  • Exposure to Google Chrome for email and document management an advantage
  • Able to accurately enter data while maintaining a sense of urgency
  • Accountable for your own results and the timely performance of tasks within the scope of the position
  • Initiative to work autonomously and request additional tasks
  • Effective communication skills to respond to customers via email and phone
  • High level of interaction with the Onboarding Team & Agreements Team

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