Loan Servicing Specialist

**Loan Servicing Specialist**:
In May 2021, Lendi and Aussie Home Loans merged to create Lendi Group. Today, Lendi Group is Australia's largest retail mortgage broker, with a loan book in excess of $70 billion, over 1200 brokers and 225 retail stores across the country.

At Lendi Group, we use technology to drive better customer outcomes and experiences. We’re passionate about what we do and like to do things differently.

Despite the challenges and change in the last year, we’ve enjoyed record growth while adapting to the changing world around us. We’ve fully embraced flexible working from home: we call it ‘flex first,’ and it's now a core part of our DNA.

At Lendi Group, our people are our lifeblood, and we would not be the business we are today without them. We believe people who are continually open to growing and developing themselves engage in learning, are motivated and are driven to succeed.

Together, we will ensure our people flourish within a supportive learning culture, where to fail forward is encouraged and success is recognised.

**The Opportunity**

We are looking for a keen individual to join our amazing team on a full-time basis.

Aussie Home Loans is a renowned brand for customer service for over 30 years and we want you to help continue to assist our customers with all their home loan needs in an exceptional way.

We are in inbound, outbound call centre dealing with customers that have already settled a loan with our Aussie Brokers. We need you to continue this experience from settlement and be the initial point of contact for anything they would like assistance with during the life of their home loan.

The Loan Servicing (Discharges/Funder) team really looks after the needs of our home loan customers. We are a problem-solving team and look after customers from initial enquiry to end case management. When a customer asks about discharging or making a change to their loan, we are the specialised team to listen to their enquiry and action accordingly. If you love problem solving & helping customers, then this is the job for you.

We share so many home loan journeys with so many amazing people and we love hearing their stories every day. From their exciting new first home, upsizing their home as their family is getting bigger or seeing someone conquer the housing market with their ever-growing investment portfolio. This job will give you so much life experience and will set you up with the knowledge of an ever-growing housing & financial market.

**What you will get to be part of**
- Appropriately deal with calls according to the caller profile, be it customer, brokers, or solicitor while ensuring customer queries are actioned in a timely and appropriate manner according to agreed standards
- Liaising with 3rd Party and Internal stake holders in processing discharges and consents, so you will need to ensure each customer is kept in the loop and diligent responsive follow up is provided to them on a proactive and regular basis
- Complete back office work in relation to loan administration and maintenance requests, this includes preparing and organising documents for stakeholders in a timely manner
- Contribute to a cohesive cross functional working environment by assisting colleagues as needed to ensure workloads are dealt with
- Follow agreed processes and procedures to ensure an outstanding customer experience every time while ensuring accuracy in data management and input, this also includes escalating customer queries in a timely and appropriate manner according to agreed standards
- Outstanding customer service centricity demonstrated by a desire to deliver a great customer experience
- Commitment to continuous improvement and innovation in quality assurance
- A team player and able to work in cross functional teams
- High level of mathematical, analytical, and statistical skills
- Proficient in excel, Adobe sign or DocuSign
- Have the capability to travel to the Sydney CBD office a few times a month for administration tasks & team building activities

**Experience that will help you succeed in the role**
- Previous experience in a Discharges/Funder related role, preferably in a fast-paced finance/banking contact centre environment
- Experience with online cloud telephony systems i.e., Amazon Connect, PureCloud etc. preferred
- Experience with online systems i.e., Salesforce, Citrix Boss, Calabrio, Teams, Zoom etc. preferred

**Some of our perks and benefits**

We support our people in a variety of ways, but a few of the benefits that are people rave about include:

- We’re Flex First which means we’ve fully embraced flexible working from home and have metropolitan city offices for those who do want to work from the office
- A vibrant, relaxed, yet professional culture
- Wellness initiatives with a strong focus on psychological safety
- We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4