Training Specialist

**Training 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.

**Position Summary**

The **Training Specialist** ensures that all agents provide exceptional customer service by being a strong champion and demonstrator of our vision and values. You will develop, review, and update training content and resources, as well as facilitate training sessions and follow agreed-upon protocols and processes, to guarantee that our agents deliver great customer support.

**Position Responsibilities**
- Create, review, and update training content and resources, and facilitate training sessions
- Send out timely reports
- SOP review in line with training and process improvement
- Liaise with stakeholders about the gaps, risk, schedule, process updates or clarifications
- Ensure accuracy in data management and input for our agents
- Follow agreed processes and procedures to ensure an outstanding customer experience at all times
- Escalate any behaviour or training issues in a timely and appropriate manner according to agreed standards
- Adhere and comply with all company policies, risk appetite and legislative requirements including NCCP
- Ensure appropriate management of customer information in line with regulatory requirements
- Be a strong advocate and demonstrator of the business vision and values to ensure outstanding customer satisfaction is achieved
- Ensure all work adheres to the Quality Assurance framework
- Be open to and forwardly bringing new ideas, trials, and visions of better ways we can service our customers & contribute as a Team

**Position Requirements - Background & Expertise**
- Previous experience in training; Preferably in a fast-paced finance/banking service centre environment
- 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 can work in cross functional teams
- High level of mathematical, analytical, and statistical skills
- Proficient in Excel, Adobe sign or DocuSign
- Preferably with experience in online cloud telephony systems i.e., Amazon Connect, PureCloud etc.
- Preferably with experience in online systems i.e., Salesforce, Citrix Boss, Calabrio, Teams, Zoom etc.
- Can work in a full-time basis; living and working in Australia

**Some of our perks & benefits**

Lendi Group teams exist across Australia and the Philippines. We’re committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending, for good.

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

- We’re Flex First - we’ve fully embraced flexible working from home and metropolitan city offices for those who do want to work from the office
- 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 weeks for secondary carers
- An additional week’s Loyalty Leave each year after reaching 3 years’ service
- A 24/7 Employee Assistance Program service providing counselling and support
- We’re committed to building a diverse and inclusive community for everyone at Lendi Group. We’ve joined the Project F initiative aimed at removing the systemic barriers to achieving gender-balanced teams, and Circle In to provide an inclusive workplace for our team members who are caregivers
- Regular social activities & events, both in-person & online
- A vibrant, relaxed, yet professional culture
- We run wellness initiatives with a strong focus on psychological safety.

**Lendi Group is a proud Project F Partner - Gender Diversity & Inclusion is a great focus for us. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits, ultimately this creates a melting pot of creativity