LMG is the largest aggregator across Australia and New Zealand supporting a community of over 7000 brokers and advisers. Proudly family-owned and led, LMG supports businesses operating under their own brand or the Loan Market brand, and partners with over 70 banks and lenders. The business has grown rapidly, reaching a $370 billion loan book and helping more than 300,000 customers in 2023.
We're not a conventional company with a lot of rules and hierarchy, and we don't intend to become one. We're a big company with a start-up attitude. Our success is based on hiring outstanding people and accepting nothing less than being the best at what we do.
About the role: The Aggregation Support Lead is responsible for continuously upskilling and training the team on handling inbound requests and managing proactive outbound campaigns across all contact channels related to the Broker Service Centre's Aggregation services. This includes a deep understanding of internal systems and procedures, such as agreements, accreditations, commissions, billing, and onboarding.
The Aggregation Support Lead will provide expert guidance and support, aiming for a high level of first-contact resolution for inquiries across these areas. While the role primarily focuses on reactive inquiries, it also involves proactive tasks as required, ensuring high levels of customer satisfaction. You will be an expert communicator, collaborating across departments to help reduce the number of inbound support inquiries.
Key Responsibilities: Overseeing the daily operations of the Aggregation Support team, ensuring timely and accurate responses to inbound inquiries and outbound campaigns.Prioritising our VIP and high-worth clients ensuring a premium service.Providing expert guidance on internal systems, including but not limited to agreements, accreditations, commissions, billing, and onboarding.Monitoring key operational metrics, including response times, resolution rates, and customer satisfaction.Identifying opportunities for process improvements and implementing innovative solutions to enhance the customer experience.Collaborating with Department leads to ensure the team has up-to-date knowledge.Fostering a collaborative environment to promote knowledge sharing and continuous improvement.Establishing clear learning plans and performance management processes for all team members.Ensuring high levels of customer satisfaction through effective and efficient resolution of inquiries.To succeed in this role you will bring with you: Proven experience in managing a support team, preferably in the mortgage or financial services industry.Key knowledge of the operations of internal LMG Departments.Strong leadership skills with a track record of supervising, coaching, and mentoring team members to achieve high performance.Excellent communication and interpersonal skills, capable of handling complex customer inquiries.A customer-centric mindset with a focus on improving the customer experience and achieving high levels of customer satisfaction.Analytical skills to monitor key operational metrics and make data-driven decisions for continuous improvement.Ability to develop and implement effective training and performance management plans.Problem-solving skills and the ability to implement innovative solutions to enhance service delivery.
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