Company Description
Lendi Group is the group born out of the merger of Aussie Home Loans and Lendi. As a Group we operate a multi-brand strategy across Aussie Home Loans and Lendi, pulling together a truly personalised home loans experience for the Australian audience that balances both human support and smart technology.
We’re revolutionising the industry with best-in-class technology and a suite of tools that takes the hard work out of home loans – for our Customers and Brokers alike.
At Lendi Group we value work life balance. Our flex-first policy enables our team members to choose how they do their best work; home, office, or flex!
Diversity, Equality, and Inclusion are fundamental to the success of Lendi Group. We’re passionate about fostering an environment where our team members feel valued and supported and we celebrate everyone’s unique identity.
To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/
About the Team
This Team is responsible for ensuring day-to-day actioning of user account creation, modification and removal requests including Lendi Group corporate users, Brokers and Franchisees in response to requests for all key systems.
This role will respond to queries, action service requests, and provide customer updates to requestors. This is a key role in delivering service and access requirements to Lendi Group users and their associated equipment and applications.
Job Description
- Respond to and resolve all relevant incidents and requests received via the ticketing system and emails.
- Adhere to concise process documentation to complete requests for move, add, change or deletion of access to Lendi Group applications.
- Assist in creating and improving documentation of processes relating to key functions.
- Provide knowledge, process and guidance to the Technical Service Hub (TSH) who provide Level 1/2 support services for corporate users, brokers and retail stores.
- Provide escalation response and resolution to escalated technical cases from the Technical Service Hub.
- Keep users and Technical Service Hub informed of the progress of their open cases and manage user expectations around resolution time.
- Escalate cases to other technical teams or external partners as necessary, maintaining appropriate follow-up and case ownership.
- Continuous improvement on processes, knowledge, systems and self-service capabilities to reduce user incidents and requests.
- Deliver a timely, accurate and auditable Identity & Access Management service, including continual enhancement of systems and processes to reduce manual effort and improve controls.
- Identify opportunities and implement automation wherever possible to achieve the above goal of reducing manual effort.
- Facilitate timely completion of User Access Review (UAR) tasks on a regular basis.
Qualifications
- Experience with Jira Service Management (or similar ticketing systems)
- Experience using Active Directory , Entra ID &/or Sailpoint
- Experience managing user accounts in various systems and apps
- Strong internal & external stakeholder engagement/management skills.
- Quality orientation & attention to detail
- You will be proactive, can use your initiative & follow-up when required
Additional Information
- We’re Flex First which means we’ve fully embraced flexible working from home and have metropolitan city offices for those who do want to work from the office.
- We offer extended Paid Parental Leave: we celebrate our growing Lendi Group family with up to 26 weeks leave for primary carers and up to 4 weeks for secondary carers.
- An additional week’s Loyalty Leave each year after reaching 3 years’ service.
We are a people-first company that invests in initiatives to promote a healthy work environment, such as offering an Employee Assistance Program and social groups such as our industry-leading Women in Technology group.
Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract, engage and evolve the right talent and build best-in-class products.
Lendi Group is a 2024 Circle Back Initiative Employer; we value a positive candidate experience and commit to respond to every applicant. Once we have received your application, we will reach out to you via email.
Feeling like you don’t meet all the skills listed? That’s ok; we are always on the lookout for different skills, experience, and qualities and so we’d still like to hear from you.
#Lendigroup #LI-GR2 #LI-Remote
Top Skills
What We Do
We are one of Australia’s fastest growing fintechs, building market leading technology to transform the home loan industry through our powerhouse property lending brands and networks - Aussie and Lendi. Lendi Group exists to transform the stressful, disjointed and sometimes overwhelming journey of financing a property into a friction-free experience for everyone involved. Our cross-functional team of super smart experts and brokers power our brands, products, services, relationships and platforms to help more Australians secure their property dreams, seamlessly. With a shared history of challenging the status quo, our brands provide different experiences for customers but the endgame is always to help more Australians achieve their home ownership dreams.
