Choice Commissions Support Lead (secondment)

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) by ensuring accurate and timely processing of payment data from lenders. The Commissions Support Lead will work closely with the Team Leader to provide guidance and initial assistance to the Commissions Officers, particularly with email support and Bank Reconciliation queries, while still being actively involved in processing tasks.

Operating as the first line of operational support, this position aims to develop their own leadership skills and enhance team resilience, contributing to improved broker interactions, simplified processes, and the achievement of strategic initiatives.

This is a 12 month contract.

Duties and Responsibilities -

1. Data Entry to Operating Platforms & Payment System:

• Daily Execution: Daily upload, manipulation, and matching of Lender commission payment files to Broker data via MyCRM and operating platforms.
• SLA & Calendar Adherence: Maintain high accuracy in data processing with strict adherence to the 2-day SLA turnaround and the LMG Lender payment calendar.
• System Processing: Complete weekly imports to the commission payment system and systematically reconcile exports.
• BAU Support: Remain actively involved in processing tasks, supporting both the Matching and Bank Rec teams during peak volumes.

2. Commission Cash Reconciliation:

• Deposit Management: Daily entry, monitoring, and reconciliation of Lender deposits to commission files.
• Journal Allocation: Ensure correct allocation to accounts receivable journals.
• First-Line Support: Act as the primary contact for initial team and process-related Bank Rec queries.

3. Support of Broker & Referrer Requirements:

• Inbox Management: Manage and respond to daily inquiries through shared team mailboxes while adhering to Loan Market Group service deliverables and a "broker-first" mindset.
• Query Triage & Escalation: Act as the primary contact for initial email assistance. Resolve first-tier inquiries and efficiently triage and escalate complex cases to the Team Leader in line with the Lender Payment Policies (Commission Guide).
• Adjustments & History: Investigate historical payments and process required financial adjustments upon Broker & Referrer inquiry.
• Lender Liaison: Liaise with Lender partners regarding their policies and customer payment inquiries.

4. Team Support and Leadership Development:

• Leadership Growth: Work closely with the Team Leader to develop hands-on mentoring and leadership skills.
• Cross-Training Support: Assist the Team Leader in executing cross-training initiatives to ensure Commissions Officers gain capability across multiple aggregator platforms.
• BAU Continuity: Maintain the continuity of daily stream operations, team priorities, and critical run processing when the Team Leader is on leave, absent, or engaged in cross-stream One Commissions Programme (OCP) initiatives.
• Cross-Functional Collaboration: Collaborate with the Agreements, Portfolio Maintenance, and Business Analyst/IT teams regarding system changes, maintaining accurate data discipline through transition periods.

Skill and Experience required -

• Experience: Minimum of 2 years of Customer Service or operational processing experience. Previous exposure to accounts receivable, financial reconciliations, or lending/aggregator practices is highly desirable.
• Systems & Tech: Proficiency in the Microsoft Office suite (particularly advanced Excel for data manipulation) and Google Workspace (Gmail, Docs, Drive). Exposure to Salesforce CRM or similar platforms is a distinct advantage.
• SLA Mindset: Proven ability to maintain accurate data entry while working under pressure to meet strict daily and weekly processing deadlines (e.g., 2-day SLAs).
• Communication: Advanced communication skills (written and verbal) to identify broker needs and respond in a professional manner that exceeds expectations.
• Attributes:
  • Organised, analytical, principled, and conscientious.
  • Resilient to organizational change and able to multi-task in an open, collaborative environment.
  • An innovative thinker who enjoys following structured processes but is willing to challenge existing methods to find workflow improvements.
  • Accountable for personal results and has the initiative to work autonomously when required.
  • Strong cultural fit with core values: Leadership, Integrity, Curiosity, and Discipline.