Lendi Group is the 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.
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.
The Loan Servicing Team is our Aussie Homes Loans Subject Matter Experts (SME) within the Lendi Customer group, servicing all Aussie and Lendi brokers for our white label products—Aussie Select, Aussie Activate, and Aussie Elevate—as well as borrowers for our Aussie Select product.
The primary focus of this role is managing an inbound call queue, with the potential to be rostered for 5-7 hours of inbound calls daily, averaging 15 calls per day.
These calls often involve: Lender escalations for product support.Assisting brokers as they navigate the loan application process across all white label products.Handling calls from Aussie Select borrowers regarding discharges and other loan-related inquiries.ResponsibilitiesIn addition to managing the call queue, the team is responsible for handling various case-based tasks in Salesforce, including but not limited to:
Statement generation and updating personal and financial details.Handling funder requests for repayment changes and loan recasting.Managing consents related to name changes, deceased estates, property consents, and discharges.Job DescriptionYou will play a key part in providing exceptional customer service through a combination of inbound and outbound calls and email interactions. Your main responsibilities include:
Providing customers with updates and ensuring they feel confident and comfortable with Aussie throughout their journey.Handling complex inquiries and objections, guiding customers and brokers through the various requests managed by our team via calls and emails.Processing administrative, financial, and service requests while adhering to our service delivery standards.Ensuring compliance with the Quality Assurance framework and maintaining accurate records in Salesforce and the Aussie Funder System.Liaising with internal and external stakeholders, including solicitors, financial management services, Bluestone, and product partners.Continuously contributing ideas for improving our broker and customer service processes and enhancing the team's overall performance.QualificationsCustomer service experience is essential, with a strong emphasis on handling inbound calls. Experience in objection handling and managing complex customer interactions is highly valued.Salesforce experience is preferred but not mandatory.Familiarity with call centre environments is required, with a preference for candidates who have worked in Australian, Canadian, or American inbound contact centres.Strong computer literacy is essential, with the ability to navigate multiple systems, including Salesforce, our funder platform, Office 365, and Slack.A customer-centric mindset is crucial, with the ability to work towards KPIs and targets both individually and as part of a team.Must be able to demonstrate a commitment to continuous improvement and upskilling.Additional InformationWhat's in store for you at Lendi? Flex-first (Work from home) but must be willing to work onsite as needed or once a week.Health Insurance (HMO) for you & 1 free dependentGenerous amount of leaves (total of 25 leaves - 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)Competitive commissions/incentivesExtra allowances will be given for WFH set-up such as internet subsidyLife insurance effective on Day 1Access to training and opportunities for career progression/promotionFun & exciting monthly social clubs - at the moment done virtuallyGovernment mandated benefits are provided - SSS, Philhealth, & Pag-ibig.
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