Job Description
Company Description
Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise.
Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.
Why Join Us?
- Innovation at Our Core– We challenge the status quo and push boundaries to create better solutions.
- Work with the Best– Collaborate with some of the brightest minds in fintech, financial services, and strategy.
- Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
- Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.
About the role
You will effectively advocate for and demonstrate Lendi Group’s vision and values, ensuring exceptional customer satisfaction and adherence to quality, risk, and compliance standards. Implement continuous improvement initiatives to enhance the quality function within the Customer Service Centre.
Job Description
- Rally behind the Lendi Group’s vision and values to ensure an exceptional and secure property finance journey for every customer.
- Cultivate an inclusive culture that embodies the Lendi Group’s values, fostering collaboration and positivity among colleagues to drive meaningful change in the lending industry.
- Listen with empathy and understanding to our customers’ needs, offering personalized solutions that reflect our commitment to keeping the home loan process human.
- Take ownership of our customers’ journeys by keeping them informed every step of the way, and providing diligent follow-up to ensure their needs are consistently met and exceeded.
- Evaluate interactions and case work according to our Quality Assurance Framework.
- Conduct thorough checks on calls and processes to uphold our standards of excellence.
- Identify emerging trends and opportunities for coaching and improvement.
- Offer constructive feedback and coaching in alignment with Quality, Risk, and Compliance guidelines.
- Promptly address quality breaches and issues to ensure compliance and customer satisfaction.
- Provide regular reports to the Quality Assurance Manager, fostering transparency and accountability.
- Facilitate refresher coaching and training sessions to enhance team performance.
- Monitor customer experience data, providing actionable insights to drive adherence and improvements.
- Identify and implement opportunities for continuous improvement within the quality function.
- Support ongoing improvement initiatives across the Customer Service Centre, fostering a culture of innovation and excellence.
Qualifications
- Proven experience in a customer-facing role, demonstrating a track record of delivering exceptional customer service.
- Experience in evaluating calls and case work based on quality assurance frameworks, with a keen eye for detail and accuracy.
- Understanding of regulatory requirements, particularly in the financial services industry, including NCCP compliance.
- Excellent verbal and written communication skills, with the ability to effectively communicate with customers, colleagues, and management.
- Demonstrated ability to work collaboratively within a team environment, fostering a positive and supportive workplace culture.
- Strong problem-solving skills, with the ability to identify issues, propose solutions, and implement improvements.
Additional Information
Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.
We support our people in a variety of ways, but a few of the benefits that our people rave about include:
- A vibrant, relaxed, yet professional culture.
- We offer a hybrid working arrangement designed to support work-life balance while fostering meaningful connection and collaboration, with a requirement to work from our Makati office at least once a month.
- Holistic wellbeing programs offering 24⁄7 support
- Comprehensive HMO coverage for you and one free dependent, along with life insurance starting from Day 1.
- Access to 25 days of leave, made up of 20 vacation days and 5 sick days.
- Monthly internet subsidy to help you stay productive at home.
- Access to ongoing training and clear pathways for growth and promotion as part of your career journey with us.
- Access to all government-mandated benefits, including SSS, PhilHealth, and Pag-IBIG.
Our culture is guided by our three core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. These values are part of our DNA—helping us attract, engage, and grow the right talent while building best-in-class products. Together with our principles, they guide how we collaborate, support one another, and make decisions to drive progress with purpose.
We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.
This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.
Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!
