About the role

This role plays a critical part in supporting the business objectives of delivering high quality service to our customers (Broker & Referral Partners). This is achieved through the accurate processing of payment data from a number of lenders to ensure that our customers receive their income accurately and on time.

What you'll do:

1. Data entry to operating platforms & payment system:

• Daily upload & manipulation of commission payment files from Lenders
• Daily matching of Lender data to Broker data via the Broker customer relationship management system & operating platforms
• Weekly import to commission payment system of data
• Reconciliation of export from commission payment system

2. Commission cash reconciliation:

• Daily entry & monitoring of Lender deposits
• Reconciliation of Lender deposits to commission files
• Correct allocation to account receivable journals

3. Support of Broker & Referrer requirements:

• Manage and respond to daily emails received through shared team mailboxes in relation to Broker and Referral inquiry whilst adhering to Loan Market service deliverables & company standards
• Liaising with Lender partners in relation to their policies and customer payment inquiry
• Processing of adjustments upon Broker & Referrer inquiry

4. Knowledge of Panel Lender Schedule:

• Moderate level of understanding of Lender payment policy

What we're looking for:

• 2 yrs Customer Service experience
• Working with customer relationship management systems
• Accounts receivable exposure is preferred but not mandatory
• Basic understanding of lending practices is desirable
• Able to work in a shared open environment
• Positive outlook
• Organised, analytical and principled
• Resilient to change
• Able to multitask
• Ability to “think outside the square”
• Cultural fit with our core values of, We do what we say, Compassion for our Customers, Go further together, Hungry but Humble & Be curious think openly.
• Enjoy following processes and a structured environment
• Ability to challenge existing ways we do things and looks for opportunities to improve
• Enjoys engaging and collaborating with others and is conscientious
• Microsoft Office suite of programs, particularly excel
• Exposure to Google Chrome for email and document management an advantage
• Accurate data entry while maintaining a sense of urgency
• Being accountable for your own results and the timely performance of tasks within the scope of the position
• Initiative to work autonomously and to request additional tasks
• Requirement to be able investigate in the instance of historical payment within payment system upon inquiry from our Brokers & Referrers
• Ability to effectively communicate to customers (broker or referrer) via email and phone, identify their needs and respond in a professional manner that exceeds expectations
• Working in an open office environment, there is requirement for a high level of interaction with the Agreements Team, Portfolio Maintenance Team & Business Analyst in relation to changes and operation within the payment systems
• In addition communication with customers and other teams in the business by phone & email is a critical part of the role
• Managing tasks and work to team priorities
• Understand how individual tasks impact team goals and outputs