Loan Servicing and Customer Experience Manager

Loan Servicing and Customer Experience Manager

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 Summary & Purpose

In the role of Loan Servicing and Customer Experience Manager you will lead team members responsible for delivering sales support regarding Aussie Select to brokers and delivering post-settlement support to Aussie Select customers. You are responsible for metrics used to measure the performance of this team and engagement with internal and external stakeholders.

Responsibilities

• Lead, support, mentor, and coach a high-performing team across loan servicing and customer service functions to meet service level agreements (SLAs) and key performance indicators (KPIs).
• Drive team engagement, productivity, and customer satisfaction through effective leadership and communication.
• Recruit, train, and develop team members to enhance their skills, foster a positive culture, and ensure operational excellence.
• Oversee team rostering, workforce planning, and reporting to align resources with servicing and customer support demands.
• Address performance issues promptly and support team members to achieve their full potential.
• Ensure seamless handling of loan servicing and customer inquiries, escalations, and requests across phone queues and multiple channels, meeting or exceeding SLAs.
• Guide the team in managing objections, complaints, and complex requests such as discharges, consents, statements, file requests, and internet banking support.
• Oversee processing tasks in an omni-channel environment and ensure operational accuracy and efficiency.
• Collaborate with internal and external stakeholders to resolve complex issues and deliver high-quality outcomes for customers.
• Lead initiatives to optimise processes, improve service delivery, and enhance the overall customer experience.
• Foster a strong culture of risk management and compliance within the team, ensuring alignment with company policies and regulatory requirements, including NCCP regulations.
• Conduct regular quality assurance reviews to monitor compliance and performance, using insights to drive continuous improvement.
• Drive the adoption of new technologies, tools, and processes to optimise service delivery and team efficiency.
• Manage escalated loan servicing and customer service issues, ensuring timely and effective resolution.
• Prepare and present performance reports to key stakeholders, providing actionable insights and recommendations.
• Perform other duties as required by senior leadership.

Qualifications

• 5+ years of experience in customer service, with a strong focus on project management, change management, and team leadership, preferably within the Australian financial services or mortgage industry.
• At least 2 years demonstrated experience in leading teams through restructuring, transformation, change and turnaround initiatives.
• Proven ability to align team operations with agile methodologies and drive continuous improvement.
• Strong understanding of the Australian home loan industry, including mortgage products, processes, and compliance (highly preferred but not required).
• Advanced proficiency in Microsoft Office (Excel, Outlook, Word) and experience with CRM and telephony systems.
• Exceptional leadership skills focused on driving change, motivating teams, and managing complex transitions while maintaining a culture of psychological safety.
• Strong project management and problem-solving abilities, particularly in navigating team restructuring and process optimisation.
• Excellent communication, relationship-building, and stakeholder management skills.
• High level of adaptability, with a proactive attitude towards continuous learning and embracing change.
• Strategic thinker with the ability to translate high-level goals into actionable plans.
• Attention to detail and strong analytical skills to leverage data insights for decision-making.
• 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

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 benefits include:

• A vibrant, relaxed, yet professional culture.
• Hybrid working arrangement designed to support work-life balance with a requirement to work from our Makati office at least once a month.
• Holistic wellbeing programs offering 24/7 support.
• Comprehensive HMO coverage for you and one free dependent, along with life insurance from Day 1.
• Access to 25 days of leave (20 vacation, 5 sick).
• Monthly internet subsidy to help you stay productive at home.
• Ongoing training and clear pathways for growth and promotion.
• 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 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.

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