Team Member Ready for Placement

Le-Ann completed two years of study for a Bachelor of Science in Office Administration. She has gained extensive experience in customer service, sales, and case management through her roles in call centers and outsourcing companies. She is highly organised, responsible, and detail-oriented, making her a strong asset in administrative and mortgage broking support roles. In her leisure time, she enjoys reading romance novels, discovering new stories on Wattpad, scrolling through TikTok, and unwinding at home.

Onboarding Training and Assessment

At Affordable Staff, we ensure that every team member not only masters administrative tasks but also gains a deep understanding of Australian business practices and cultural nuances. This preparation is vital for effective client support. Our training starts with real estate, providing a comprehensive overview of general administrative competencies, ensuring our trainees are versatile and capable of handling a wide range of administrative tasks.

The second phase of our training program focuses on Mortgage Broker Assessment. This intensive two-week course immerses trainees in document processing modules, where they learn to understand various types of documents and their roles in the loan application process. Trainees are trained in following naming conventions and editing standards, with their skills assessed through quizzes and individual tasks. They are also introduced to fundamental mortgage concepts and familiarised with commonly used tools such as CRM systems. Tasks include data entry and loan application management, offering a complete view of preparing a loan application.

We also emphasise communication skills, enhancing them through grammar checks, situational chats, and lender call simulations. By the end of this phase, our trainees will be proficient in handling mortgage-related tasks, meeting the high standards expected by our clients.

Affordable Staff Tools Training

Tools training is a crucial part of our training program, ensuring our team members gain proficiency in essential software used in daily operations. Our team members are introduced to LastPass for password management, Outlook for email and calendar organisation, TechSmith for capturing and recording, Hubstaff for time tracking, Zoom and Teams for virtual communication, OneDrive for file management, and Trello for project management.

For those completing our Mortgage Broking Foundations course, we place a significant emphasis on Nexus CRM and BrokerEngine. Mortgage broking VAs spend considerable time honing their skills through practice and repetition using these tools, ensuring they become highly adept and efficient. Team members undertaking the additional two-week, high-intensity Mortgage Broking course will gain expertise in the following areas:

• Introduction to Mortgage Broking
• Document Processing Basics
• Hands-on Document Processing
• Document Editing Standards and Advanced Processing
• Broker/VA Communication
• Nexus CRM Training
• BrokerEngine Project Management
• Introduction to ApplyOnline
• Scenario-Based Training

This comprehensive approach ensures Le-Ann is well-equipped to handle a variety of tools and tasks, leading to increased efficiency and productivity in mortgage broking support roles. The extensive practice with Nexus CRM and BrokerEngine guarantees that our VAs are not only knowledgeable but also highly proficient in using these essential tools.

Additional Tools Proficiency

Prior to our onboarding training, she had already gained experience with the following tools:

• Practical Application: Microsoft Word, Excel, Outlook, Teams, DocuSign
• Limited Experience: Trello, Hubstaff, LastPass

Additional Skills and Notable Experience

Le-Ann has extensive experience in customer service and case management, with over four years in various call center roles. Her work history includes:

• Customer Service Representative / Sales Representative / Tech Support Representative – 1 year and 10 months

  • Assisted customers with inquiries and troubleshooting
  • Processed payments and reviewed contracts
  • Provided solutions for customer concerns

• Customer Service Representative / Subject Matter Expert / Case Manager – 2 years and 1 month

  • Managed escalations and case resolutions
  • Analysed customer data and prepared reports
  • Sent emails and made outbound calls to discuss client concerns

• Process Associate I – 5 months

  • Engaged in direct outreach and client follow-ups
  • Managed data collection and report generation

Through these roles, she has developed excellent communication skills, problem-solving abilities, and a keen eye for detail in handling customer inquiries, report generation, and account management.

Learning Ability and Work Proficiency

She is a well-organised and self-motivated worker with an analytical and rational mind. She follows instructions with ease but requires a little time to absorb new processes before fully implementing them. She is articulate, an active listener, and possesses strong verbal and written communication skills. While she requires minimal supervision, her efficiency improves when she takes the initiative to clarify tasks. Her steady work ethic ensures continuous progress, making her highly reliable in any administrative setting.

Interpersonal Skills and Personal Characteristics

She is calm, mild-mannered, and diligent in her approach to work. She is responsible, attentive, and courteous, demonstrating reliability in every task she undertakes. She cooperates well with others, maintaining a harmonious and professional demeanor. Though she can be a bit timid and mostly quiet, her attentiveness and focus make her effective in her role. She would benefit from being more proactive in communicating when an instruction or task is unclear.

Suitability

She is greatly suitable for any general mortgage broking or general administrative position. She is also suitable for voice roles due to her strong communication skills and customer service experience.

Why Le-Ann is Suitable for the Role

Le-Ann’s extensive background in customer service, sales, and administrative support, combined with her strong communication and problem-solving skills, makes her an excellent fit for a role in mortgage broking administration. Her ability to adapt to new tools, follow structured processes, and handle complex tasks with diligence ensures she can efficiently support clients in document processing, loan applications, and general administrative duties. While she is naturally reserved, her professionalism, reliability, and focus make her a dependable team member. With her strong organisational skills and keen attention to detail, she is well-positioned to excel in the mortgage broking space at Affordable Staff.