Aussie Product Support Team Lead

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

As an Aussie Product Support Team Lead you will support the Aussie Product Support Team Manager in overseeing daily operations while directly assisting Aussie Product Support 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 including Aussie Select Aussie Elevate and Aussie Activate. This includes coaching and mentoring the team driving continuous improvement managing escalations and supporting process enhancements to maintain efficiency and service excellence.

What Youll Do:

• 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 highquality 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.
• Handle firstlevel escalations by taking inbound complaint calls from team members in realtime as well as making outbound calls to resolve complaints. This includes addressing concerns related to performance behaviour or compliance while ensuring adherence to company policies industry regulations and process guidelines.
• Support workforce planning including team scheduling and workload management and reporting.
• Collaborate with internal teams to enhance efficiency and customer experiences.

Qualifications :

• 5 years of experience in customer service is required preferably in loan servicing or operations ideally within mortgages or financial services.
• 1 years of experience in a leadership role with a strong background in coaching and mentoring.
• Strong people skills with the ability to engage team members in challenging coaching and feedback conversations while fostering a supportive and highperformance culture.
• Knowledge of Australian mortgage products loan servicing processes and regulatory requirements strongly preferred.
• Strong problemsolving skills and ability to handle escalations and complaints effectively.
• Datadriven mindset with an interest in using performance metrics to drive decisions.
• Excellent communication and stakeholder management skills across phone email and chat platforms.
• Proficiency in Microsoft Office (Excel Outlook Word) CRM and call management systems highly regarded.
• Highly organised and detailoriented with the ability to manage multiple priorities.

Additional Information :

Lendi Group teams operate across Australia and the Philippines. Were committed to creating a new era of seamless connection in property finance by changing the way Australians experience property lending for good. 

Whats in store for you at Lendi 

• Partially Flexfirst (required to go to our Makati office at least 1x a month).
• Health Insurance (HMO) for you & 1 free dependent.
• Health & wellbeing programs.
• Generous amount of leaves (total of 25leaves 20Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs).
• Extra allowances will be given for WFH setup such as internet subsidy.
• Life insurance effective on Day 1.
• Access to training and opportunities for career progression/promotion.
• Fun & exciting monthly social clubs at the moment done virtually.
• Government mandated benefits are provided SSS Philhealth & Pagibig.

How to Flexifirst:

You must have a stable fixed internet connection (minimum 25mbps). An ample working space with office table and chair is also required. Lendi will provide you with your equipment such as a laptop extra monitor mouse keyboard headset & laptop riser.
 
Were committed to building a diverse and inclusive community for everyone at Lendi Group. Creating a culture that is representative of the world we live in makes us better people and our organisation gains tangible benefits. Ultimately this creates a melting pot of creativity. 
 
#Lendigroup 

Remote Work :

No

Employment Type :

Fulltime