Implementation Specialist

Loan Market Group is an established and innovative Australasian company operating in the financial services sector and providing technology enabled business solutions to mortgage brokers. We currently have more than 7,000 brokers across Australia and New Zealand and are continuing to grow at a rapid pace. Through the implementation of new systems, processes and technology, we assist our brokers to gain competitive advantage and reach new heights.

Your role will be to:

- Work with required stakeholders to facilitate a silky onboarding experience for new brokers in your allocated State/ Territory including business establishment, database migration and activation of required MyCRM features/functions.
- Become an expert in the functionality of our CRM - MyCRM.
- Provide 'in field' support and training for PM/BSM's and brokers on the operationalising of MyCRM and other broader platform features into their business including how to implement key features into their specific operating rhythms/ processes
- Compliment PM/BSM relationships and formal training provided by the MyCRM customer success team with an 'in field' focus on troubleshooting and supporting complex needs
- On occasion you may be required to deliver content developed by the central MyCRM Customer Success team locally in your state

The ideal Implementation Specialist will have:

- A deep understanding of the finance broking industry along with a passion for technology platforms that enable broker business success
- Outstanding written, verbal and interpersonal communication skills.
- Demonstrated a strong ability to think strategically with fantastic organisational and time management skills.
- You will have excellent research skills with the ability to multitask and adapt in a fast-paced environment.
- Proven ability to quickly understand the business operation and decision-making processes with a history of producing targeted and tangible results by enabling an effective and efficient workforce.
- A well demonstrated track record of data analysis, stakeholder management and customer focussed outcomes.
- Demonstrated inclusive, collaborative and engaging approach; including the ability to consult, facilitate, negotiate and influence with a broad range of people at all levels in a medium sized corporate environment.

**Responsibilities**

The Implementation Specialist will work with PCF State teams to provide practical support to brokers in the field/ on the ground as they adopt MyCRM and other platform features and migrate their customer data to the platform (for broker with existing client bases)

Embedding platform best practices for new and existing Platform features by effectively communicating and demonstrating the features/functions and benefits of MyCRM and other platform features
- Work with the State Directors to determine training needs, priorities, scheduling for your local state, providing support across all brands. Working with the MyCRM customer success team training team, adapt training to suit the local/region to achieve the best broker outcomes.
- Consulting and problem-solving with Businesses and Brokers, helping them implement and succeed with software tools, and grow feature utilisation as new features become available.
- Support new business establishment, customer data migration and onboarding for new Brokers in your allocated State/ Territory.
- Provide support to PMs/BSMs/State Directors relating to the optimisation of all platform feature/services incl MyCRM into Broker businesses including how to implement key features into their specific operating rhythms/ processes.
- Input into Staff Induction Training Programs and Development Pathways to upskill all PCF Internal Teams.
- Input into the identification of, recommending improvements and final implementation to policies, processes, systems and documentation.
- Collaborate with the MyCRM technology team on stream priority and delivery timelines.
- Effectively communicate with distribution team members, customer success team, technology and other stakeholders.

**Skills & Experience Required**

Performance of the Implementation Specialist role requires:

- A minimum of 3 years experience in delivering exceptional customer experience ideally of a technical / analytical nature.
- Solid understanding of brokers/ broker businesses and processes to be able to provide 'in field' practical support
- Excellent written, verbal and interpersonal communication skills with proven ability to present in a clear and concise way at an individual and group level
- Superb track record in detailed analysis and customer service.
- Critical thinker with innovative problem solving skills.
- Fantastic organisational and time management skills.
- Strategic and creative mindset.
- Meticulous attention to detail.

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