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Form of workABOUT US
Lending Association Group is a nationally renowned financial services business that has been helping customers achieve their financial goals for over a decade. We're committed to putting our customers first and providing personalised finance solutions incorporating lending, insurance and wealth products. Our passion for exceptional client outcomes has earned us numerous industry awards and recognitions, and we're focused on attracting and developing top talent to continue our success.
ABOUT YOU
As a Post Settlement Specialist (2IC); you are a dynamic and motivated individual with excellent management and interpersonal skills. You have a strong understanding of mortgages and a passion for providing exceptional customer service. Your ability to build and maintain relationships with clients, coupled with your strong problem solving skills, enables you to effectively address their needs and concerns. Customer satisfaction is at the heart of everything you do, and you understand the importance of delivering exceptional service to drive customer loyalty and retention. You may currently be in a management role or ready to take that next step to progress your career, helping drive our team to success.
ABOUT THE ROLE
As the Post Settlement Specialist (2IC), you will be responsible for supporting our Team Leader and team in delivering exceptional support to our residential and commercial mortgage clients. The role will but may not be limited to allocation of daily tasks, quality checking, and coaching developing team members both on and offshore. As a 2IC you will be required to get ‘on the tools’ and will be responsible for ensuring your own allocated tasks are performed satisfactorily in a role model manner. Your role will involve collaborating closely with our loan writing team to ensure a seamless transition for clients from pre to post-settlement support, as well as identifying opportunities to enhance the overall customer experience.
Your duties will include but not be limited to:
- Onboarding customers Post Settlement of their mortgages, and subsequently servicing their ongoing needs including banking amendments, loan variations and/or maintenance.
- There is an element of data entry required as we upkeep our CRM, requiring a strong attention to detail and accuracy.
- As 2IC, support the Team Leader in co-ordinating team tasks, providing regular training and coaching to other team members, and supporting general growth of our team as we expand nationally (and offshore).
- Monitor and analyse customer feedback, identifying trends and opportunities for improvement in our processes, service offerings, and customer experience.
- Build and maintain relationships with key clients, addressing their concerns, resolving issues, and providing exceptional support.
- Stay up to date with industry trends, regulations, and market conditions that may impact customer retention strategies and customer service standards.
- Foster a positive and collaborative team environment, promoting teamwork, professional development, and knowledge sharing.
ABOUT YOU
You will possess 5+ years current experience within the banking sector (ideally within mortgages) with the following attributes to be successful:
- Expertise: Bring your proven track record in settlement procedures, showcasing a deep understanding of post-settlement processes and compliance requirements.
- Leadership: Demonstrate your ability to lead and inspire a team, ensuring seamless operations and efficient post-settlement activities.
- Innovation: Showcase your strategic thinking and ability to identify opportunities for process improvement, contributing to the ongoing enhancement of our services.
- Collaboration: Highlight your experience in working collaboratively with cross-functional teams and your knack for open communication and teamwork.
- Customer-Centric: Illustrate your commitment to delivering outstanding customer service by ensuring a positive and hassle-free post-settlement experience for our clients.
