Join to apply for the Customer Support Specialist role at LMG
Join to apply for the Customer Support Specialist role at LMG
LMG 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 channels
* Efficiently and effectively manage customer enquiries and requests on LMG’s services and operations
* Provide accurate, timely and courteous information and assistance to customers
* Tailor your approach and interactions to ensure all customers receive an excellent experience
* Contribute to a collaborative team environment which shares responsibility for managing customer enquiries and workloads to deliver positive outcomes for our customers
* Undertaken appropriate clerical and administrative tasks associated with customer requests and applications
* Deliver a proactive and analytical approach to resolving customer interactions through effective questioning and service
* Develop 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 frame
* Investigate 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 required
* Make outbound calls where necessary to address customer issues
* Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible
Help 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 partner
* Provide consistent and regular updates to customers on any active issues as per SLA’s
* Exercise judgement to suggest improvements to customer service delivery processes and support corporate change initiatives
* Work collaboratively as an effective team member to achieve key team and individual targets
To 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 industry
* Excellent communication skills coupled with a strong work ethic
* Adaptability, flexibility and agility with regards to change and adopting new methods of working
* Lending 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 skills
* Proactive approach
* Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers
Desirable Advantages:
* Experience in using MyCRM platform
* Experienced understanding of Personal or Mortgage loan applications
* Experienced in ApplyOnline Application
* Google Suite
Flexibility & Balance
* Hybrid & 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 & Wellbeing
* 16 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 & Development
* Paid 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.
Community
* LMG Share Tomorrow Foundation: Earn volunteer donation rewards and company donation matching.
* Paid Volunteer Day: Volunteer with paid time off
At 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 level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
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