Working with us

Lender Support Officer

• Newly created, full time role based in Sydney CBD
• Key customer service and relationship management role 
• Join a dynamic team contributing to affordable housing outcomes for Australians

About the role

We have a rare and newly created opportunity for a Lender Support Officer (LSO) to provide an exceptional customer experience, acting as first point of contact for NHFIC’s 1800 phone line and enquiries inbox for the FHLDS. The role will also provide overall administration support and manage a small portfolio of existing mortgage panel lenders over time.

Additionally, the LSO will support the FHLDS team through providing insight into enquiry trends, process and system improvement and related ad-hoc projects as the scheme evolves and matures over time.

This is a key front-line role combining aspects of customer service and relationship management and is ideal for an experienced mortgage operations candidate to take the next step in their career.

Key duties

Reporting to the Director, FHLDS, the key functions of role include:

Act as first point of contact for all enquiries to NHFIC

  • Assist callers with eligibility requirements for FHLDS
  • Triage calls appropriately and delegate to the Originators or the FHLDS teams etc for more detailed discussions 

Contribute to the continuous improvement of NHFIC’s enquiries process

  • Identify trends in incoming enquiries, internal and external;
  • Assist with the execution of the online process implementation, day to day operation and ongoing improvement for the Scheme
  • Perform testing on Scheme Portal changes as required

 Scheme Administration

  • Assist with User Acceptance Testing (UAT) and online system maintenance activities to support the Scheme
  • Assist other team members with ongoing support with regard to:
    • Processing of claims
    • Refinance enquiries
    • Discharge of Scheme loan
    • Team administrative duties

 Lender Relationship Management

  • Support the Scheme Director and the Lender Relationship Manager in relationship managing the Scheme panel of lenders and providing general support to lenders

Skills and experience

To be successful in the role, you will come from a strong customer service background with essential residential mortgage experience. You would ideally come from a mortgage operations/support role with a strong grasp of the mechanics of mortgages and the relationship between lenders and customers.

Additionally, you will have the following:

  • Strong communication skills (written and oral) with the ability to engage, negotiate and act with resilience with a variety of business customers via phone and in writing
  • The ability to understand and explain complex financial concepts and products to all audiences
  • Strong problem solving, organisation skills and attention to detail
  • Strong organisation skills and the agility to adapt to a rapidly changing environment
  • An enthusiastic attitude and a desire to learn and continuously improve

Next steps

If this sounds like the right challenge for you, apply now – we'd love to hear from you. 

Applications close 3pm Friday, 15 January 2021. Interviews will occur in parallel, so please apply ASAP.

Please submit your CV via the links or to: recruitment@exportfinance.gov.au

Note: Export Finance Australia is the recruitment service provider for NHFIC

By choosing to apply, you agree to the recruitment privacy policy.

Applications from recruitment agencies will not be considered on this occasion.