Broker Support Team Lead

Job Title: Team Lead – Business Centre

Location: Manila, BGC (Hybrid: 4 days in the office, 1 day work from home)

About the Role (Summary)

We are seeking a dynamic and experienced Team Lead to oversee a team of mortgage loan processors and mortgage broker assistants specialising in Australian and New Zealand markets. This role is in the frontline of processing and handling instructions, providing initial quality and timeliness-related outcomes that are crucial to the company's ongoing success. The successful candidate will be responsible for managing daily operations, ensuring efficient loan processing, maintaining high standards of customer service, and driving process improvements. This role requires a strong leader with excellent communication skills and a deep understanding of the mortgage industry.

Key Responsibilities:

• Lead and manage a team of mortgage loan processors and broker assistants, fostering a collaborative and high-performance work environment.
• Oversee the end-to-end mortgage loan processing, loan structuring, and application packaging to ensure compliance with Australian and New Zealand regulations.
• Coordinate property valuations, and liaise effectively with lenders to ensure timely processing and approval of loans.
• Maintain broker contact information, lender codes, and business information.
• Respond to queries via Freshdesk, email, or phone in a timely manner, meeting minimal expectations for timely results.
• Conduct monthly VA audits and loan processing audits, and provide reporting.
• Coach and mentor team members, providing ongoing training and development to enhance their skills and performance, and implement succession planning.
• Organise and manage the onboarding and training of new staff, ensuring a smooth transition and integration into the team.
• Monitor team performance, set clear objectives, and implement strategies to achieve and exceed targets.
• Conduct process improvement initiatives, performance coaching, and quality checking for file submissions.
• Review loan submissions to meet lender requirements and ensure submission quality is at the highest possible standards.
• Understand lender checklist requirements for loan submissions and follow industry regulations
• Deliver exceptional customer service when engaging with clients and other stakeholders in the loan application process.
• Handle elevated complaints and maintain good relationships with existing brokers.
• Conduct client calls for big-ticket accounts or as deemed necessary to deliver accurate and timely service to brokers and lenders.
• Provide necessary training to SMEs, keep updated with all process changes, and conduct daily huddles for guidance.
• Maintain team attendance and review VA performance by checking in with their allocated brokers.
• Collaborate with other departments to streamline processes and improve efficiency.
• Assist with ad hoc office-related projects and initiatives.
• Work on special projects assigned by the Line Manager.

Qualifications and Experience:

• Bachelor's degree in Business, Finance, or a related field
• Minimum of 5 + years of relevant experience in the mortgage loan processing industry, with at least 3 years in a team lead or supervisory role.
• Extensive knowledge of Australian and New Zealand mortgage loan processing and regulatory requirements.
• Highly analytical and knowledgeable in Australian and New Zealand markets.
• Excellent English communication skills, both written and verbal.
• Proven ability to coach, mentor, and manage staff effectively.
• Strong organisational and problem-solving skills, with a keen eye for detail.
• Proficiency in loan processing software and tools, with the ability to quickly adapt to new technologies.
• Proficient in using Microsoft Excel, apply online and lender portals
• Solid computer skills and typing proficiency.

Skills:

• Expertise in loan processing, loan structuring, and application packaging.
• Strong skills in valuations and liaising with lenders.
• Confidence in organising staff onboarding, training, and performance management.
• Ability to work in a fast-paced environment, managing multiple priorities and deadlines.
• Demonstrates strong facilitation and presentation skills.