Accreditations Team Leader

2 months ago

Melbourne, Australia Ray White and Loan Market Full time

About the role - 

This role plays a critical part in supporting the business objectives of delivering high quality service to our Brokers and Growth & Sales Teams. This is achieved through the accurate preparation and execution of lender accreditation related data and the updating of MyCRM with correct data. 

The Accreditations Team Leader will be a hands-on role and you will have the ability to deal with more complex inquiries from our Brokers & Sales Teams and to support the team in providing great customer outcomes.

Key responsibilities -

As the Accreditations Team Leader, you will understand all aspects of the LMG accreditations process and provide leadership and oversight of both onshore and offshore team members to ensure we deliver on our customer promises to brokers and sales teams. This includes providing support to the Accreditations team in their day to day work as well as supporting the Head of Onboarding and other Team Leaders when required.. 

1. Providing exceptional customer service through regular communication 

● Via follow up and regular check in’s

● Support via phone, email and inbox maintenance

2. Completion of accreditation tasks 

● Collecting, checking and uploading all required documentation 

● Preparing accreditation enveloped to new & existing brokers 

3. Provide ongoing support 

● By providing reporting & feedback to the Growth/Sales Teams 

● Participate in accreditations and wider business projects 

● Work with the Group Manager to continually work on improving accreditation processes 

4. Leading the accreditation team/administrators 

● Daily Check ins with team 

● Phones to be constantly manned 

● Inbox maintenance 

● Ongoing reports to be monitored daily 

● Regular 1 on 1 catch ups with team members and Group Manager

Key skills and experience you will bring to the role:

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. Experience in Aggregation Accreditation tasks is essential and you will have a minimum of 4-5 years customer service experience in a fast paced and challenging environment. 

● 4 yrs Customer Service experience

● Working with customer relationship management systems

● 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

● Exposure to Google Chrome for email and document management an advantage

● 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 additional tasks

● Ability to effectively communicate to customers (broker or sales teams) via email and phone,identify their needs and respond in a professional manner that exceeds expectations

● Working in an open office environment, there is requirement for a high level of interaction withthe Onboarding Team & Agreements Team

● Communication with customers and other teams in the business is a critical part of the role

● Managing tasks and work to team priorities

● Understand how individual tasks impact team goals and outputs

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