Support Lead

**Support Lead - 39962**

**Full-time Permanent**

**Hybrid Working Model**

**How will I help?**

Business Lending Operations Services is committed to continuing to build strength and pride in our business. We aspire to create a high performance and customer-centric culture and are focused on delivering the Service Revolution to our clients.

The principal purpose of this role is to ensure that requests received from Business Partners and Customers are actioned promptly with enthusiasm and care and customer expectations exceeded.

As a Business Lending Operations Support Lead, you play an integral role in the development of a cohesive team environment and in building strong relationships across other teams in Business Lending Operations. You will be contributing to effective leadership, and management of daily activities that help facilitate and deliver a great customer experience.

**Key Accountabilities include**:

- Work to build deep relationships with our Customers, Business Partners, and the Community.
- Effectively handle, escalate and follow-up customer queries, issues, and complaints, using judgement to resolve customer concerns on the spot.
- Ensure that daily work is prioritised & actioned with appropriate follow up of pending items.
- Ensure that all problems are dealt with effectively and are tracked through to resolution or escalated to Team Manager.
- Ensure all compliance requirements for role and maximise Westpac’s reputation for corporate responsibility by ensuring all dealings are ethical and compliant.
- Ensure all internal and external role accreditation is complete.
- Identify and escalate continuous improvement opportunities to improve process and efficiency.
- Meet the objectives in all key areas enhancing productivity, quality and giving Customers a unique experience.
- Manage distribution of workload across the team to ensure servicing and support needs of or business partners and customers are met.

**What’s in it for me?**

You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
- Banking and Finance knowledge and experience preferable.
- Understanding customer needs and delivery of superior customer service.
- High level of verbal and numerical comprehension.
- Problem solving skills.
- Excellent communication skills (interpersonal, verbal, written) and ability to influence.
- Advanced MS office Excel Experience.
- Ability to build & maintain key relationships with business partners.
- Understanding of overall Originations business processes, support systems & tools

**What’s it like to work there?**

We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?**

The health and wellbeing of our employees is our top priority. We’ve developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines.

**Do you need reasonable adjustments during the recruitment process?