Mortgage Broker Trainer / Customer Success Manager

Position Summary

We are seeking a dynamic and experienced Mortgage Broker Trainer / Customer Success Manager to join our team. This role is pivotal in ensuring our loan processors/credit analysts teammates are well-trained, and successful in their roles. You will be responsible for developing and delivering training programs, providing ongoing support, and driving customer success initiatives.

Key Responsibilities:

1. **Training and Development:**
– Design, develop, and deliver comprehensive training programs for loan processors/credit analysts on our client’s products, services, and industry best practices.
– Conduct training sessions via webinars, workshops, and one-on-one coaching.
– Create and maintain training materials, including manuals, video tutorials, and FAQs.

2. **Customer Success Management:**
– Act as the primary point of contact for assigned mortgage brokers’ clients, ensuring they receive timely and effective support.
– Develop and implement customer success plans tailored to individual client needs.
– Monitor staff performance and provide actionable insights to improve their productivity and success.

3. **Relationship Building:**
– Foster strong, long-term relationships with clients to enhance loyalty and retention.
– Regularly communicate with clients to understand their needs, challenges, and feedback.
– Collaborate with BDM and Operations to address client feedback and improve our offerings.

4. **Performance Tracking and Reporting:**
– Track and report on training effectiveness and staff performance metrics.
– Act as the SME for LPs/CAs and set up Slack helpdesk for queries, concerns, and market updates.
– Provide regular updates and reports to senior management on staff success and engagement.
– Identify trends and areas for improvement to enhance the overall staff experience.

5. **Continuous Improvement:**
– Stay updated with industry trends, regulatory changes, and best practices in mortgage broking and training.
– Continuously improve training programs and customer success strategies to meet evolving broker needs.
– Participate in industry events, conferences, and networking opportunities to represent the company and gather insights.

Qualifications:

– Bachelor’s degree in Business, Finance, Education, or a related field.
– Minimum of 3-5 years of experience in mortgage broking, training, or customer success management.
– Proficient in all Australian major aggregators and platforms
– Deep understanding of the Australian mortgage market, regulatory environment, and industry best practices.

Skills:
– Exceptional communication and presentation skills.
– Strong relationship-building and interpersonal skills.
– Ability to create engaging and effective training materials.
– Proficiency in using CRM systems, training platforms, and Microsoft Office Suite.

Attributes:
– Customer-focused with a passion for helping others succeed.
– Highly organised with excellent time management skills.
– Proactive, adaptable, and able to work independently and as part of a team.