Technical Support Analyst

Sydney, New South Wales, Australia | Operations | Full-time | Partially remote

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Lendi Group is Australia's fastest-growing Fintech business and we're building a technology-enabled platform to take the hard work out of home loans. We're passionate about how technology can revolutionise our industry and solve a key pain point in peoples' lives.  

In an ever-changing regulatory environment, Lendi Group is leading the charge in developing industry-first technology designed to offer Australian homeowners transparency, simplicity, and convenience in their home loan experience. Engineering is forefront in this charge as we look to automate and build out scalable and reliable systems to support our customers and counterparty banks. 

Lendi Group is looking for an experienced Technical Support Analyst to join our Broker Support team. 

 

The Team and Role

Reporting to our Broker Support Services Manager, you'll assist in providing outstanding customer experience to brokers and stores through a Level 1 Service Centre function within Aussie's Broker Support Services Team.

This team plays a pivotal role in providing excellent customer service and operational and system support by ensuring fast, quality resolution of broker enquiries and cases to improve the broker’s ability to conduct business.

 

What you’ll be doing:  

  • Respond to and resolve broker enquiries via self-service case logging, webchat, phone calls and email within agreed timeframes, keeping brokers informed of the status of their cases through to resolution.
  • Provide functional and technical user support to brokers and stores on systems, processes and technology within the Aussie environment.
  • Liaise with relevant internal and external teams for additional information to resolve specific enquiries
  • Escalate cases to the Technology & Digital Transformation teams (Level 2) where required to resolve technical issues reported by Brokers/the sales team
  • Assist brokers in structuring loans for specialised lending (e.g. SMSF, Guarantors, etc.) within Aussie systems.
  • Provide effective education and information to brokers, stores and peers on best practice use of broker systems and technologies (e.g. Toolbox, Apply Online).
  • Continuous improvement of processes, knowledge, systems and self-service capabilities to reduce broker cases.
  • Develop peer, cross-functional and cross-business relationships to maximize best practice sharing and deliver customer-centric functional and technical support.
  • Record accurate and timely case notes to keep brokers appraised of case progress and allow for problem analysis and prompt escalation.
  • Undertake training or other learning activities on assigned subject matter related to services and systems supported by the Broker Contact Centre.
  • Conduct User Acceptance Testing to support software releases of broker systems e.g. Toolbox, Apply Online as Brokers require assistance on these systems in majority of cases.

 

What you’ll bring:

  • Ability to work pro-actively and reliably to deadlines, much of the time without supervision.
  • Team player with outstanding communication & problem solving skills.
  • Quality Focus / Attention to Detail.
  • Ability to work under pressure, organise priorities to meet deadlines.
  • 2+ Years of exp in Customer Service, Service Desk or User Support role.
  • Case management, escalation and customer service skills.
  • Technical support (Line Level 1) experience in a Microsoft Windows User Environment, Office 365 and/or G Suite (Google Workplace).
  • Ability to help users navigate on systems by providing tailored instructions.
  • Ability to probe/troubleshoot effectively.
  • Understanding and experience building rapport with high performance sales teams (preferred).
  • Experience in a lending or financial services organisation (preferred).
  • Customer service recovery resolution skills (preferred).
  • Experience with remote support tools, web-based systems and platforms (preferred)..

 

Whats in it for you?

Flexibility on remote working: we’ve embraced a 'Flex First' policy for over 12 months and its now part of our DNA. 

  • We offer generous Paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers
  • An additional week’s Loyalty Leave each year after reaching 3 years’ service
  • We run wellness initiatives with a strong focus on psychological safety 
  • Regular social activities & events, both in-person and online.  
  • A vibrant, relaxed, yet professional culture. 

 

This is an opportunity to join one of Australia's most exciting groups in the tech finance industry. As we continue to grow, we want to take you on the journey.

Excited and ready to take the next step in your career? 

 

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

Lendi is proud to be accredited by Project F for commitment to removing systemic barriers for women in technology!

We are an equal opportunity employer that proudly champions flexibility, diversity & inclusion and psychological safety for all staff.