Product Support Specialist

Company Description
**Who are we?**

Lendi Group is the new group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.

We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans - for our Customers and Brokers alike.

At Lendi Group we value work life balance. Our flex-first policy enables our team members to choose how they do their best work; home, office, or flex

Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.

**Job Description**:
**About the role**

Become part of a dedicated and dynamic team that is committed to providing support to brokers for AHL's customer acquisition and management of product and pricing inquiries. Our team's goal is to help our Aussie Relationship Managers focus more on sales and revenue-generating activities. You will also be available to offer remote operational and product support to AHL ARM's and brokers

**What you will get to be part of**
- Provide remote product and customer acquisition support to AHL Aussie Relationship Managers (ARMs) and Brokers in accordance with service level agreements (SLAs)
- Operational support includes, but is not limited to, monitoring/following up on AHL deals, including variation and discharge requests, and when necessary, escalating with lenders. These requests may be made directly to the Coordinator by Brokers or the ARMs themselves.
- Follow up with all business partners namely lenders, solicitors, panel solicitors
- Coordination of new and retention pricing inquiries within delegation limits and in accordance with service level agreements (SLAs). Customer retention using a call center or brokers
- Application of problem-solving skills to manage urgent escalations calmly and effectively in accordance with the AHL value proposition (e.g. settlement shortfalls, meeting property finance dates, urgent requirements on settlement day, etc.)
- Liaise pre and post settlement queries with funders and partners (e.g., Bluestone, lenders, solicitors, panel solicitors). Tracking, follow-up, and escalation with lenders of AHL deals, including variation and discharge requests, as needed
- Lead and direct a culture of risk management and compliance to ensure it is embedded in all activities and behaviors within the Product team
- Collaborate with a variety of stakeholders from across the business

**Qualifications**:

- Experience in finance is essential, and mortgage broking and/or lending experience (e.g. as a BDM Support resource) is highly desirable
- Strong communication and problem solving skills
- A passion for understanding the consumer and driving increased effectiveness

Additional Information
**Why join us?**
- Enjoy the flexibility of remote working arrangements. We offer a highly flexible hybrid structure with an attractive WFH/Office split.
- We offer extended Paid Parental Leave: we celebrate our growing Lendi Group family with up to 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.

We are a people-first company that invests in initiatives to promote a healthy work environment, such as offering an Employee Assistance Program and social groups such as our industry-leading Women in Technology group.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract, engage and evolve the right talent and build best-in-class products.

Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you.

Aussie #LI-AM1