Description
POSITION DESCRIPTION: Lending ManagerPosition: Lending ManagerReporting to: Team Leader, LendingLocation: Level 34, 101 Miller Street, North Sydney NSW 2060Mortgage House Capital Pty Ltd is the administrative company within the group for a number of mortgage origination companies including Mortgage House. Mortgage House is an award winning finance company with 30 years’ experience providing exceptional levels of service to our valued customers. We are transforming the way we work to better serve our customers, and need people who are just as dedicated and passionate about their career to bring that dream to life.POSITION SUMMARY As a Mortgage House, Lending Officer you will be required to engage with customers to fully understand each customer’s unique situation and requirements and provide them with practical and tailored mortgage solutions to meet those needs. Your strong relationship management and communication skills are vital to retain, develop and grow client relationships. You will have a natural sales ability and rapport building skills to genuinely seek out and assist customers, coupled with strong industry knowledge to ensure a superior customer service experience. You will be highly motivated and have the ability to work autonomously as part of high performing team where sales targets and service delivery is key. A positive, flexible and committed approach to the role is important, as is the ability to deal with a great deal of responsibility.KEY RESPONSIBILITIES• Proactively originate referral opportunities via professional networks (accountants, planners, conveyancers, real-estate agents, community groups) and direct customer advocacy.• Maintain a personal quarterly referral plan with target segments, outreach cadence, and conversion goals; review monthly with the Team Lead.• Record all outreach, referrals, and outcomes in designated CRM with complete notes• Connect with Inbound leads to provide different lending options and actively respond to all customer enquiries • Manage clients from lead until settlement stage and assist with new requirements post settlement• Provide suitable lending products and services for complex scenarios to ensure the right solution is sourced for all types of lending• Structure loans that are both beneficial to clients meeting their needs and that are within credit policy requirements• Maintain knowledge of current funding policy, rate changes and competitor iniatives• Manage a portfolio of existing clients and new leads whilst working on new business enquiries• Action customer feedback to ensure satisfaction and resolution and/or escalations of issues in a timely manner, whilst maintaining high service standards to mitigate risks / losses• Provide effective feedback on business, operational and team based innovations / improvement as necessary• Maintain high data quality standards by ensuring all customer information is captured in e-mms (electronic mortgage management system) and all documentation is correct• Strive to meet / exceed budgeted settlement and personal targets• Participate in lending meetings and daily team huddles and attend companywide teaming events as required• Train and assist new lenders with a focus on scenario problem solving and utilising Mortgage House systems effectively• Work closely with other areas of the business to ensure a seamless customer experience from application through to settlement.• Other duties as assigned by the, General Manager, Managing Director or CEOSKILLS, KNOWLEDGE & EXPERIENCE• Ability to develop others through feedback, coaching and mentoring.• Expert level of technical and professional skills with proven experience from within the residential lending / mortgage management area• A proven ability to build strong relationships, develop referral networks and generating new home lending business• Ability to champion the customer service experience and role model exceptional service delivery• Passionate and driven to meet / exceed set targets• High level of understanding of direct/indirect lending products and practices and experience with many client scenarios.• Ability to break down problems and situations into simple lists of components and support effective decision making for team members and customers to optimise outcome• Strong understanding of mortgage credit writing to ensure solutions are always compliant and ability to influence others in improving their skills and knowledge in this area.• Strong negotiation skills to explore opportunities with a view to mutual benefit and acceptance• Supports new areas for learning and demonstrates gained knowledge and skills on the job• Understands banking and financial industry principles, regulations, current market environment and displays strong understanding and knowledge of financial services legislation and requirements.QualificationsCertificate IV in Finance and Mortgage Broking or similar recognised qualification PERSONAL ATTRIBUTES• Ability to motivate and drive performance in self and others• Excellent communication and relationship management skills• Strong planning and organisational skills• Action orientated• Builds rapport using interpersonal and effective listening skills• Ability to adopt behavioural styles to develop relationships and influence others• Passionate about customer service• Passion to develop, coach and grow team members both professionally and from a behavioural perspective• Maintains a positive outlook and works productively as part of a high performing team• Ability to analyse situations and use initiative to find creative solutions• Shows a high concern for accuracy• Actively role models the House Values and Customer Service Group Charter and helps others and assist with the assimilation of new team members• Is willing to work flexible hours as required to achieve important goals and reach targets/incentives
