Manager - Credit Coaching and Quality Assurance

2 days ago

North Sydney, Australia Shift Full time

**Company Description**:
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.

Join our team as the Quality Assurance Manager and Coach for our credit function. In this role, you will have the opportunity to focus on two key areas: coaching and enhancing the customer experience.

Your main responsibilities will include developing a high-performing team through effective coaching, implementing quality assurance practices to ensure adherence to guidelines, and prioritising clear communication to provide customers with a positive experience throughout the credit process.
- Reviewing the decisions of the credit underwriters, ensuring guideline and policies have been adhered to and ensuring exceptions are made with sound rationale and appropriate documentation and/or approval.
- Reviewing the communication of credit decisions to customers and brokers against company expectations and identifying strategies (coaching, training, process change recommendations) to uplift the overall CX.
- Ensuring the outcome of decisions and CX is consistent across the team and across time.
- Provide regular dedicated 1-on-1 coaching to underwriters after identifying areas for development. - Facilitate the training and onboarding of new staff
- Make yourself available to underwriters who may need guidance and feedback in real-time.
- Appropriately report team quality performance back to management

**Qualifications**:

- Experience holding a senior credit role in a customer centric commercial credit team of a bank or non-bank dealing directly with customers and brokers.
- Experience in a QA advantageous but not essential
- Previous experience in relationship management or sales advantageous but not essential.

**Additional Information**:
- Collaborative teams - a flat structure means everyone can learn from colleagues and senior leaders around the business.-
- Be involved - come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.-
- Flexible working environment - we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.-
- Family support - industry leading 26 weeks paid parental leave.-
- Varied workspaces - our office enables areas for collaboration, brainstorming and socialising as well as focus zones.-
- Range of benefits - supporting your physical, psychological and financial wellbeing.

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