Commissions Team Leader

**Who are we?**

Loan Market Group is the largest and fastest-growing mortgage brokerage aggregator in Australasia. Proudly family-owned and led, it was founded in 1994 by Sam White and is part of the White Family Group of companies comprising Loan Market, PLAN Australia, Choice Aggregation Services, FAST, Home Now and Ray White. There are 8,000+ mortgage brokers that makeup Loan Market Group in Australia, New Zealand and Indonesia who collectively settled over $9.7 billion in its first combined month of operation (March 2021).

We're not a conventional company with a lot of rules and hierarchy, and we don't intend to become one. We're a big company with a start-up attitude. Our success is based on hiring outstanding people and accepting nothing less than being the best at what we do. Our people describe the atmosphere as open, passionate and results-oriented. The fact that our business grows significantly each year drives us as we are part of something special and the opportunities are endless.

**About the role**:
This role plays a critical part in supporting the business objectives of delivering high quality service to our Brokers and Referral partners. This is achieved through the accurate processing of payment data from lenders to ensure that our customers receive their income accurately and on time.

The Commissions Team Leader is will be required to be hands-on and have the ability to deal with more complex inquiries from our network and to support the team in providing great customer outcomes.

**Duties & Responisbilities**:
As the Commissions Team Leader, you will be required to understand all aspects of the LMG commission process and provide leadership and oversight to ensure we deliver on our customer promises to brokers and referral partners. This includes providing support to the Commissions Officers in escalation of tasks as and when needed to assist the Head of Broker Commissions and other Commissions Team Leaders working across the different Aggregation businesses.

You will be a hands-on leader and assist in the completion of tasks as required. This is particularly important for cut-off periods and end of month tasks.

1. Data entry to operating platforms & payment system
- Daily upload & manipulation of commission payment files from Lenders
- Daily matching of Lender data to Broker data via the Broker customer relationship management system & operating platforms
- Weekly import to commission payment system of data
- Reconciliation of export from commission payment system

2. Commission cash reconciliation
- Daily entry & monitoring of Lender deposits
- Reconciliation of Lender deposits to commission files
- Correct allocation to account receivable journals

3. Support of Broker & Referrer requirements
- Liaising with Lender partners in relation to their policies and customer payment inquiry
- Processing of adjustments upon Broker & Referrer inquiry

4. Maintenance & knowledge of Panel Lender Schedule (Commission Guide)
- Moderate level of understanding of Lender payment policy

5. Leading a team
- Lead and mentor a team of Commissions Officers and be the main point of contact for all team members
- Act as an escalation point for commissions team and assist with challenging enquiries from brokers
- Create an inspiring team environment with an open communication culture
- Set clear team goals, discover training needs and provide coaching

**Qualifications, Knowledge, Skills and Experience**:
To be successful in this role, you will have a positive "can do" attitude and a willingness to contribute as required to ensure the team's success. While experience in lending is not essential, you will have a minimum of 3-4 years customer service experience in a fast paced and challenging environment.

In return, you will be working in a growing financial services company with a unique culture and a passionate team, a service focus that starts right at the top and genuine recognition for hard work.

Attributes/skills:

- 3 yrs Customer Service Team Leader experience
- Working with customer relationship management systems
- Accounts receivable exposure is preferred but not mandatory
- Basic understanding of lending practices is desirable
- Able to work in a shared open environment
- Positive outlook
- Organised, analytical and principled
- Resilient to change
- Able to multitask
- Ability to "think outside the square"
- Cultural fit with our core values of leadership, integrity, curiosity and discipline
- Enjoy following processes and a structured environment
- Ability to challenge existing ways we do things and looks for opportunities to improve
- Enjoys engaging and collaborating with others and is conscientious
- Microsoft Office suite of programs, particularly excel
- Accurate data entry while maintaining a sense of urgency
- Being accountable for your own results and the timely performance of tasks within the scope of the position
- Initiative to work autonomously and to request addition