Mortgage Support Team Lead

4 days ago


Makati City, National Capital Region, Philippines Lendi Group Full time

Lendi Group is a market-leading digital platform business that operates the country's #1 retail mortgage broker and the Australia's #1 digital mortgage brand.

The company has a national network of 1,300 brokers and 230 retail stores that give all Australians the power of choice in one of life's biggest financial decisions.

As the undisputed place for Australians to buy and own property, Lendi Group's vision is to change the way Australians experience property lending.

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.

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

As a Mortgage Support Team Lead, you will support the team manager in overseeing daily operations and directly assisting 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.

**Key Responsibilities:**

  • 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.


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