Join to apply for the Customer Support Specialist role at LMGJoin to apply for the Customer Support Specialist role at LMGLMG is the largest and most progressive aggregator group across Australia and New Zealand supporting a community of over 6,000 brokers and advisers.
Proudly family-owned and led, LMG supports businesses operating under their own brand, or the Loan Market brand, and partners with over 70 banks and lenders.
The business has grown rapidly, with LMG brokers in both countries helping over 330,000 customers settle over $126 billion worth of loans in FY24.We're not a conventional company with a lot of rules and hierarchy, and we don't intend to become one.
We live our values in everything we do: Compassion for our customers, doing what we say, being curious and thinking openly, going further together, and staying hungry but humble.
We're a large company with a start-up attitude.
Our success is driven by hiring outstanding people and accepting nothing less than being the best at what we do.About the role:The Customer Support Specialist is the primary point of contact for brokers needing assistance.
Delivering efficient and high-quality support across phone, email, tickets, and online chat channels, with a focus on resolving enquiries smoothly and efficiently while building positive relationships with our Broker partners using a "First Time Right" approach.Position Responsibilities:Deliver customer service from any frontline touch-point of AskLMG to deliver a seamless experience.
This will include phone, emails, tickets and online/digital chat channelsEfficiently and effectively manage customer enquiries and requests on LMG's services and operationsProvide accurate, timely and courteous information and assistance to customersTailor your approach and interactions to ensure all customers receive an excellent experienceContribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customersUndertaken appropriate clerical and administrative tasks associated with customer requests and applicationsDeliver a proactive and analytical approach to resolving customer interactions through effective questioning and serviceDevelop positive and collaborative working relationships with other business units of LMG to achieve positive outcomes for our customers.Responds to inbound calls within an acceptable time frameInvestigate and resolve customer enquiries according to established policies and procedures, work instructions and guidelines, in a timely manner.
Effectively resolve customer enquiries and escalate to Team Leader where requiredMake outbound calls where necessary to address customer issuesAdopt a "First Time Right" mindset to ensure the enquiry is resolved on the spot where possibleHelp Desk Ticket Management (Emails, Tickets and Live chats):Manage a queue of tickets with competing priorities.
Investigate, action, or triage tickets through the use of outbound calls, emails, or chats.Escalate tickets when appropriate and with all relevant information, to the relevant internal team or 3rd party partnerProvide consistent and regular updates to customers on any active issues as per SLA'sExercise judgement to suggest improvements to customer service delivery processes and support corporate change initiativesWork collaboratively as an effective team member to achieve key team and individual targetsTo succeed in this role you will bring with you:Minimum 2 years of customer-facing in a customer support/service or help desk role, ideally supporting the financial-related industryExcellent communication skills coupled with a strong work ethicAdaptability, flexibility and agility with regards to change and adopting new methods of workingLending Experience (consumer-facing or phone)Excellent English communication skills both verbal and written.Technically minded and can navigate through new systems with ease.Excellent customer service skills and interpersonal skills with a "Can Do" attitude.Strong analytical and problem-solving capabilities with outstanding attention to detail.Excellent organisation and time management skillsProactive approachAbility to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customersDesirable Advantages:Experience in using MyCRM platformExperienced understanding of Personal or Mortgage loan applicationsExperienced in ApplyOnline ApplicationGoogle SuiteFlexibility & BalanceHybrid & Flexible Working: Tailor your work week to suit your lifestyle.6 'Me' Days: Extra leave to prioritise your wellbeing.Religious & Cultural Swap Leave: Trade a public holiday for one that's meaningful to you.Extra Annual Leave: Need more time off?
Purchase additional leave to recharge.Family & Wellbeing16 Weeks Paid Parental Leave: Plus up to 52 weeks of paid superannuation.Paid Fertility Treatment Leave: Support when navigating your fertility journey.12 Days Personal Leave: Time off when life happens.Wellbeing Support: Access to EAP for personal, financial, and career advice.Growth & DevelopmentPaid Study Leave: Support for your studies.L&D Programs: Grow your skillset and advance your career with tailored learning programs.Accelerate Program: Development opportunities for high performers.CommunityLMG Share Tomorrow Foundation: Earn volunteer donation rewards and company donation matching.Paid Volunteer Day: Volunteer with paid time offAt LMG, we know that diversity and inclusion are key to our success.
We're dedicated to building a workplace where everyone feels valued, respected, and supported—no matter their race, gender identity, sexual orientation, religion, age, or any other part of who they are.
We understand that diverse perspectives fuel innovation and drive business growth.
As an inclusive employer, we foster a culture where everyone has the opportunity to thrive and show up as their authentic selves every day.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceReferrals increase your chances of interviewing at LMG by 2xSign in to set job alerts for "Customer Support Specialist" roles.Mulgrave, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia A$40.00-A$43.00 1 week agoCustomer Support Specialist - 12 Months Fixed Term ContractMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 5 days agoMelbourne, Victoria, Australia 2 weeks agoCustomer Service Specialist - Monday to Friday only!Melbourne, Victoria, Australia 5 days agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 4 days agoCremorne, Victoria, Australia A$30.00-A$35.00 8 months agoCustomer Service Support Staff - MelbourneMelbourne, Victoria, Australia 6 days agoMoorabbin, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 12 hours agoKnoxfield, Victoria, Australia 3 weeks agoMelbourne, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 month agoPart-Time Customer Experience Support - BurnleyBundoora, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 1 week agoCollingwood, Victoria, Australia 1 week agoB2B Customer Support Specialist - 10 month Fixed Term ContractMelbourne, Victoria, Australia 7 hours agoMelbourne, Victoria, Australia 4 days agoGlen Waverley, Victoria, Australia 1 month agoMelbourne, Victoria, Australia 3 days agoSpecialist, Customer Service, Melbourne, AustraliaCollingwood, Victoria, Australia 2 weeks agoMelbourne, Victoria, Australia 3 weeks agoCustomer Service Representative | West Melbourne, VICMelbourne, Victoria, Australia 5 days agoPort Melbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoMelbourne, Victoria, Australia 1 week agoWe're unlocking community knowledge in a new way.
Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr