Company Description
Through a merger in 2021, the Lendi Group brings together Lendi (and Australia's #1 online home lending platform) and Aussie Home Loans, Australia's leading branded mortgage broker. We're revolutionizing the industry with a best-in-class technology platform and suite of tools that take the hard work out of home loans for our Customers and Brokers alike. Every day we help thousands of Australians research, compare, apply for, and settle their home loans.
Our vision: To create a new era of seamless connection in property finance.
Our mission: To change the way Australians experience property lending, for good.
Job Description
Position Summary & Purpose
The Manila-Relationship Manager (RM) is essential for managing and enhancing customer relationships for the Lendi Group. This role focuses on handling all chat enquiries from existing and new Lendi customers, ensuring smooth and efficient communication. Additionally, the RM executes various ad hoc tasks that do not require phone interactions and supports Australian Relationship Managers (RMs) with rate reviews when needed.
Role
The purpose of the Manila-based RM role is to provide exceptional customer service and support through efficient handling of chat enquiries and effective execution of assigned tasks. This position aims to:
- Enhance Customer Experience: Ensure prompt, accurate, and helpful responses to customer enquiries via chat, contributing to overall customer satisfaction and loyalty.
- Support Operational Efficiency: Take on ad hoc duties and simple case actions that do not require phone conversations, allowing for smooth and efficient operations.
- Assist AU RMs: Provide valuable support to Australian RMs in performing rate reviews and other related tasks, ensuring comprehensive service delivery and operational coherence across teams. By fulfilling these responsibilities, the Manila-based RM helps maintain high standards of customer service and operational efficiency within the Lendi Group.
Position Responsibilities
- Customer Chat Enquiries:
- Handle all incoming chat enquiries from existing and new Lendi customers promptly and professionally.
- Provide accurate and helpful information to resolve customer queries and issues.
- Ensure a seamless and positive communication experience for all customers.
- Ad Hoc Duties:
- Execute various simple case actions that do not require phone conversations.
- Perform administrative tasks and other duties as assigned to support overall operations.
- Support for Australian RMs:
- Assist Australian Relationship Managers with rate reviews as needed.
- Collaborate with Australian RMs to ensure consistency and accuracy in service delivery.
- Quality Assurance:
- Adhere to company guidelines and quality standards in all interactions.
- Participate in training and development programs to stay updated on product knowledge and best practices.
- Team Collaboration:
- Work closely with other team members to ensure efficient workflow and information sharing.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Problem Solving:
- Identify and escalate complex issues to the appropriate team members or departments.
- Proactively suggest solutions and improvements to enhance customer service.
By fulfilling these responsibilities, the Manila-based RM ensures high-quality customer service and operational efficiency, supporting the Lendi Group's mission to deliver excellent customer experiences.
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.
- High level of integrity and professionalism
Additional Information
What's in store for you at Lendi
- Flex-first (Work from home)
- Government mandated benefits are provided - SSS, Philhealth, & Pag-ibig.
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. We've joined the Project F initiative, aimed at removing the systemic barriers to achieving gender-balanced teams, and Circle In to provide an inclusive workplace for our team members who are caregivers.
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.
