Agents are involved in processing loan applications that have been emailed to them by the the company's team in Melbourne. Critical that the applications are compliant with the company's policies and procedure. Agents will also be required to track the progress of submitted applications using a combination of electronic access and phone calls with the respective banks (lenders). Provision of updates to the key parties in the application process – lenders, brokers and referral partners.

DUTIES AND RESPONSIBILITIES

  • Provide a first class customer service experience

  • Process packaged loan applications provided electronically by the Melbourne team into a CRM

  • Order property valuations requested by the broker team

  • Input client data into systems utilized by the banks

  • Liaise with the Melbourne team and other parties related to the loan application – legal representatives, referral partners, brokers, etc.

  • Resolve basic progress/tracking issues by identifying the issue, determining the cause of the issue, and explaining the issue to the relevant party using Smartsheets

  • Maintain customer records by updating account information

  • Contribute to team effort by accomplishing metrics set by the Senior Team Leader/Operations Manager

MINIMUM REQUIREMENTS

  • Excellent English language communication skills

  • Ability to work under pressure

  • Strong sense of accountability on agreed KPIs

  • Willing and able to maintain an appropriate standard of professionalism

  • Demonstrated capacity to work effectively within a team and an ability to manage the same team in the future

  • A high level of PC competence, typing skills and accuracy

  • Critical attention to data matching and error rates

  • A good track record in previous job

  • A good record of attendance and punctuality

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