About the role -
This role plays a critical part in supporting the business objectives of delivering high-quality service to our customers (Broker & Referral Partners) by ensuring accurate and timely processing of payment data from lenders. The Commissions Support Lead will work closely with the Team Leader to provide guidance and initial assistance to the Commissions Officers, particularly with email support and Bank Reconciliation queries, while still being actively involved in processing tasks.
Operating as the first line of operational support, this position aims to develop their own leadership skills and enhance team resilience, contributing to improved broker interactions, simplified processes, and the achievement of strategic initiatives.
This is a 12 month contract.
Duties and Responsibilities -
1. Data Entry to Operating Platforms & Payment System:- Daily Execution: Daily upload, manipulation, and matching of Lender commission payment files to Broker data via MyCRM and operating platforms.
- SLA & Calendar Adherence: Maintain high accuracy in data processing with strict adherence to the 2-day SLA turnaround and the LMG Lender payment calendar.
- System Processing: Complete weekly imports to the commission payment system and systematically reconcile exports.
- BAU Support: Remain actively involved in processing tasks, supporting both the Matching and Bank Rec teams during peak volumes.
- Deposit Management: Daily entry, monitoring, and reconciliation of Lender deposits to commission files.
- Journal Allocation: Ensure correct allocation to accounts receivable journals.
- First-Line Support: Act as the primary contact for initial team and process-related Bank Rec queries.
- Inbox Management: Manage and respond to daily inquiries through shared team mailboxes while adhering to Loan Market Group service deliverables and a "broker-first" mindset.
- Query Triage & Escalation: Act as the primary contact for initial email assistance. Resolve first-tier inquiries and efficiently triage and escalate complex cases to the Team Leader in line with the Lender Payment Policies (Commission Guide).
- Adjustments & History: Investigate historical payments and process required financial adjustments upon Broker & Referrer inquiry.
- Lender Liaison: Liaise with Lender partners regarding their policies and customer payment inquiries.
- Leadership Growth: Work closely with the Team Leader to develop hands-on mentoring and leadership skills.
- Cross-Training Support: Assist the Team Leader in executing cross-training initiatives to ensure Commissions Officers gain capability across multiple aggregator platforms.
- BAU Continuity: Maintain the continuity of daily stream operations, team priorities, and critical run processing when the Team Leader is on leave, absent, or engaged in cross-stream One Commissions Programme (OCP) initiatives.
- Cross-Functional Collaboration: Collaborate with the Agreements, Portfolio Maintenance, and Business Analyst/IT teams regarding system changes, maintaining accurate data discipline through transition periods.
Skill and Experience required -
- Experience: Minimum of 2 years of Customer Service or operational processing experience. Previous exposure to accounts receivable, financial reconciliations, or lending/aggregator practices is highly desirable.
- Systems & Tech: Proficiency in the Microsoft Office suite (particularly advanced Excel for data manipulation) and Google Workspace (Gmail, Docs, Drive). Exposure to Salesforce CRM or similar platforms is a distinct advantage.
- SLA Mindset: Proven ability to maintain accurate data entry while working under pressure to meet strict daily and weekly processing deadlines (e.g., 2-day SLAs).
- Communication: Advanced communication skills (written and verbal) to identify broker needs and respond in a professional manner that exceeds expectations.
- Attributes:
- Organised, analytical, principled, and conscientious.
- Resilient to organizational change and able to multi-task in an open, collaborative environment.
- An innovative thinker who enjoys following structured processes but is willing to challenge existing methods to find workflow improvements.
- Accountable for personal results and has the initiative to work autonomously when required.
- Strong cultural fit with core values: Leadership, Integrity, Curiosity, and Discipline.
Skills Required
- Minimum 2 years of customer service or operational processing experience
- Experience with accounts receivable, financial reconciliations, or lending/aggregator practices
- Proficiency with Microsoft Office, particularly advanced Excel for data manipulation
- Proficiency with Google Workspace, including Gmail, Docs, and Drive
- Exposure to Salesforce CRM or similar platforms
- Ability to maintain accurate data entry while meeting strict daily and weekly processing deadlines and SLAs
- Advanced written and verbal communication skills
- Ability to work under pressure, multitask, and operate in a collaborative environment
What We Do
Ray White is a market-leading real estate agency group and property investment business, operating throughout Australia, New Zealand, Indonesia and Hong Kong. We are a fourth-generation family-owned and led business, founded in 1902 in Crows Nest, Queensland. Our original office - the Shed - in Crows Nest still stands today. There are over 12,000 members of the Ray White family. Our members span all areas of real estate agency activities, including residential, commercial and rural property sales and management. Our specialist businesses focus on specific market sectors such as valuations, marine, and insurance. We are a partner in HTL Property, delivering specialised integrated services for the hotel industry and its investors throughout Australia. RW Capital invests on behalf of the White Family, and institutional and private investors, into private credit, real estate private equity and private equity. We seek to provide all of our members with a family experience that supports leadership, embraces curiosity, and is a springboard for them to reach heights that they might not have thought achievable. We recorded our strongest year of growth and transaction activity in the financial year ending 30 June 2024. Our market share of residential property sales in Australia and New Zealand is at a record high of 14.4%, more than twice the second-largest group.
