Senior Relationship Manager

Company Description

Lendi Group is the group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.

We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.

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 and we celebrate everyone’s unique identity.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

Job Description

Position Summary & Purpose

•  Manage customer relationships when their current broker is unavailable (e.g., leaving the business, annual leave, or extended sick leave). 
• Ensure smooth handover of files and processes to maintain customer satisfaction.
• Provide consistent communication and updates, ensuring customers know exactly where they are in the process.
• Address key issues like funding/settlement problems and file handover/HLS offline situations.
• Prevent disruption in the customer experience and minimize negative feedback. Purpose:
• Bridge the gap when brokers are temporarily unavailable, ensuring a seamless customer experience.
• Improve customer satisfaction by offering smooth transitions and clear communication.
• Help HLS focus on delivering the best customer experience for their active clients.
• Address recurring issues with handover processes and lack of communication.
• Ensure customers are not left with unresolved issues, improving the overall customer journey and company reputation.

By fulfilling these responsibilities, the Manila-based SRM helps maintain high standards of customer service and operational efficiency within the Lendi Group.

Position Responsibilities for Manila- Senior Relationship Managers (SRMs)

•  Customer Relationship Management: Take over customer interactions when their assigned broker is unavailable (due to leave, sickness, or departure). Ensure customers feel supported, informed, and valued throughout the process.
• Smooth Handover & Process Continuity: Manage the smooth transition of customer files from the previous broker, ensuring no disruptions in service. Ensure all relevant customer information is up-to-date and accurately handed over.
• Communication & Updates: Maintain consistent communication with customers, providing regular updates on the progress of their requests or cases. Clearly explain the status of funding, settlements, and file handovers, ensuring customers know where they stand at all times.
• Issue Resolution: Address and resolve any funding/settlement issues, file handover concerns, or communication breakdowns. Take proactive steps to resolve customer concerns before they escalate, maintaining a positive customer experience.
• Support for HLS Team: Free up HLS team members to focus on their current clients by managing handovers and resolving issues for incoming customers. Ensure that new customers from HLS inherit a smooth, positive experience instead of one marred by unresolved issues or poor communication. Coordinate with the HLS Manager or HLS Buddy for any issues that require lender follow-up as and when needed.
• Feedback and Reporting: Collect and report on customer feedback to identify recurring issues or opportunities for process improvement. Provide insights to the team on areas where customer satisfaction can be improved or where the handover process can be streamlined

Qualifications

Educational Background:

• Bachelor’s degree in business, Communications, Finance, or a related field preferred.

Experience:

• Previous experience in customer service, preferably in a financial services or technology environment.
• Experience handling chat-based customer interactions is highly desirable.
• Familiarity with mortgage or lending processes is a plus.

Skills and Competencies:

• Excellent written communication skills with a strong command of English.
• Proficient in using chat platforms and CRM systems.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• High level of customer focus and a commitment to providing outstanding service.

Technical Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Comfortable navigating various software and technology tools used for customer service.
• Personal Attributes:
• Strong interpersonal skills with the ability to work collaboratively in a team.
• Self-motivated and able to work independently with minimal supervision.
• Adaptable and open to feedback for continuous improvement.

Additional Information

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

What's in store for you at Lendi? 

• Flex-first (Work from home) but must be willing to work onsite as needed or once a week. 

• Health Insurance (HMO) for you & 1 free dependent 

• Health & well-being programs 

• Generous amount of leaves (total of 25 leaves - 20 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs) 

• Extra allowances will be given for WFH set-up 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, & Pag-ibig. 
  

How To Flex-first 
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. 
We’re 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. 
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