Broker Experience Specialist

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Description of Division and Business Unit

The program’s purpose is to build a banking offering that leverages the strengths of the campaign:

• Providing banking services as an integral part of a financial services relationship to deepen the loyalty of the customers.
• Delivering operational excellence, supported by market best practice processing capabilities.
• Diversifying total earnings through broader customer relationships to enhance shareholder value.
• Home Lending is responsible for the bank’s retail product manufacturing, lending operations, and distribution.
• The focus is to develop and execute our customer/intermediary experience strategy to drive at least 2x system growth
• focusing on improving service, time to yes and optimizing our CVP.

Job purpose

The primary purpose of this important role is to assist with the growth and retention of the retail suite of mortgage products via the provision of a range of support services to Business Development Managers, and by developing and maintaining relationships with mortgage brokers.

Where possible, this role looks to improve the mortgage broker and customer experience by resolving a query at the first point of contact.

Main Focus Areas

Identify and escalate regular friction points to improve the process and customer experience by:

• Handling a large number of calls per day in line with our service level requirements
• Promoting first point resolution for Broker inquiries from CC, and BDM’s and proactively managing the new business pipeline to maximise opportunities and conversion of mortgage applications.
• Managing and facilitating outcomes to Business Development Manager and Broker queries via phones and proactive management of inboxes, prioritisation of tasks, and follow through.
• Supporting and delivering appropriate product and systems training for mortgage brokers through contact points to uplift broker capability and self-service BDM leave coverage
• Ongoing identification of opportunities to reactively and proactively improve the broker experience, and implementation to further drive improved advocacy
• Liaising with bank operations, credit, and other departments to drive new and additional business completion
• Liaising with FMS, mortgage brokers, and customer solicitors/conveyancers on special conditions and outstanding settlement matters
• Assisting with broker and adviser complaint management and resolution
• Assisting with accreditation onboarding and maintenance for Mortgage and deposit Brokers and Advisers

Job-Specific Capabilities Required

• Can do attitude
• Passionate about putting the customer first
• Ability to build trust and maintain strong relationships with both internal and external stakeholders
• Proven administration, organisation and time management skills
• A solid understanding of the home loan application and approval process
• Strong written and verbal communication skills
• Effective stakeholder management skills with external business partners
• Attention to detail, and ability to work across multiple internal stakeholder groups
• Ability to multi-task and to work towards set targets and goals

Qualification/s

• 2 to 3 years with an Australian lending/mortgage company, preferably in financial services, with a mixture of Home Lending and/or Contact centre roles
• Tertiary qualification or other related qualification preferred
• Ability to work independently as well across cross-functional teams
• Strong interpersonal skills and experience in working with both internal and external customers
• Knowledge of Application Centre, Salesforce, Broker Centre, NTBS, NTBS Admin, IDMS, Docusign, and RP Hub is preferred but not required