Company Description
Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia's original and #1 digital mortgage brand - and the iconic Aussie franchise.
Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer's agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group's loan book is more than $100b and it was named Australia's Aggregator of the Year for 2024.
Why Join Us
- Innovation at Our Core We challenge the status quo and push boundaries to create better solutions.
- Work with the Best Collaborate with some of the brightest minds in fintech, financial services, and strategy.
- Make an Impact Contribute to meaningful projects that shape our business and the future of property finance.
- Grow & Evolve Develop your skills and advance your career in a fast-moving, purpose-driven environment.
Job Description
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.
- Able to attend onsite 12 times a week during the training period (estimated 1-3 months) and at least twice a month thereafter
- 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.
- Must be currently residing in the Greater Manila Area (Metro Manila + Neighbouring provinces)
Successful candidates must have a stable postpaid internet connection and a quiet, dedicated workspace at home with appropriate furniture (desk and office chair)
Additional Information
Additional Information
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.
Benefits
We support our people in a variety of ways, but a few of the benefits that our people rave about include:
- A vibrant, relaxed, yet professional culture.
- We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least twice month.
- Holistic wellbeing programs offering 24/7 support
- Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
- Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
- Monthly internet subsidy to help you stay productive at home.
- Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
- Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.
Our culture is guided by our three core values:
We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNAhelping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.
We're committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.
This is an opportunity to shape the future of a fast-growing, purpose-driven company that's transforming the homeownership journey.
Ready to contribute to Lendi Group's next chapter Apply now and be part of something big!
