Company Description

Lendi Group is a market-leading digital platform business focused on transforming the home loan industry. It operates the country’s #1 retail mortgage broker – the iconic Aussie Home Loans franchise – and the Australia’s #1 digital mortgage brand, Lendi.

Together, with its national network of 1,300 brokers and 230 retail stores, the Lendi Group brands give all Australians the power of choice, and confidence, in one of life’s biggest financial decisions.

Building on this market-leading foundation, Lendi Groups vision is to be the undisputed place for Australians to buy and own property through our new Aussie Homes propositions.

Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.

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.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

Job Description

This Flex First role allows you to work remotely while maintaining strong team collaboration. You must be able to attend our Makati office for in-person onboarding, training, and monthly team days.

As an Aussie Product Support Team Lead, you will support the Aussie Product Support Team Manager in overseeing daily operations while directly assisting Aussie Product Support Specialists in achieving their KPIs and staying on task. You will play a key role in ensuring brokers and customers receive exceptional service across all our White Label products, including Aussie Select, Aussie Elevate, and Aussie Activate. This includes coaching and mentoring the team, driving continuous improvement, managing escalations, and supporting process enhancements to maintain efficiency and service excellence.

What You’ll Do:

• Oversee daily team operations, including managing rosters, monitoring call queues and wait times, tracking KPIs, and ensuring overall team performance.
• Provide guidance on loan servicing tasks, including repayments, statements, and complex loan variations, to maintain efficiency and service excellence.
• Coach, mentor, and develop team members to ensure high-quality service.
• Act as the first line of support for team inquiries and escalate issues as needed.
• Monitor team performance using key metrics and identify improvement opportunities.
• Handle first-level escalations by taking inbound complaint calls from team members in real-time, as well as making outbound calls to resolve complaints. This includes addressing concerns related to performance, behaviour, or compliance, while ensuring adherence to company policies, industry regulations, and process guidelines.
• Support workforce planning, including team scheduling and workload management and reporting.
• Collaborate with internal teams to enhance efficiency and customer experiences.

Qualifications

• 5+ years of experience in customer service is required, preferably in loan servicing or operations, ideally within mortgages or financial services.
• 1+ years of experience in a leadership role, with a strong background in coaching and mentoring.
• Strong people skills, with the ability to engage team members in challenging coaching and feedback conversations while fostering a supportive and high-performance culture.
• Knowledge of Australian mortgage products, loan servicing processes, and regulatory requirements strongly preferred.
• Strong problem-solving skills and ability to handle escalations and complaints effectively.
• Data-driven mindset with an interest in using performance metrics to drive decisions.
• Excellent communication and stakeholder management skills across phone, email, and chat platforms.
• Proficiency in Microsoft Office (Excel, Outlook, Word), CRM, and call management systems highly regarded.
• Highly organised and detail-oriented, with the ability to manage multiple priorities.

Additional Information

Lendi Group teams operate across Australia and the Philippines. We’re committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending, for good.

What's in store for you at Lendi?

• Partially Flex-first (required to go to our Makati office at least 1x a month).
• Health Insurance (HMO) for you & 1 free dependent.
• Health & well-being programs.
• Generous amount of leaves (total of 25 leaves - 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)).
• Extra allowances will be given for WFH set-up such as internet subsidy.
• Life insurance effective on Day 1.
• Access to training and opportunities for career progression/promotion.
• Fun & exciting monthly social clubs - at the moment done virtually.
• Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig.

How to Flexi-first:

You must have a stable fixed internet connection (minimum 25mbps). An ample working space with office table and chair is also required. Lendi will provide you with your equipment such as a laptop, extra monitor, mouse, keyboard, headset, & laptop riser.

We’re committed to building a diverse and inclusive community for everyone at Lendi Group. Creating a culture that is representative of the world we live in makes us better people, and our organisation gains tangible benefits. Ultimately, this creates a melting pot of creativity.

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