Team Member Ready for Placement

Jiselle is a Bachelor of Arts in Social Science graduate who has developed valuable experience in customer service, client support, and administrative assistance through her work in call centers and her internship at a government office. She enjoys make-up, café hopping, and motorcycle rides during her free time. With over three years of experience handling customer concerns across phone, chat, and email channels, she has strengthened her communication, problem-solving, and organisational skills. She is attentive to detail, highly organised, and adaptable to different systems and workflows, making her a promising addition to the mortgage broking support industry.

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 familiarized 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.

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
• Introduction to ApplyOnline
• Scenario-Based Training

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.

This comprehensive approach ensures she 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 her onboarding training, Jiselle had already learned and gained experience with the following tools and software:

• Practical Application: Word, Outlook, Teams
• Limited Experience: Excel, PowerPoint
• Basic Knowledge: Canva

Additional Skills and Notable Experience
She is bringing over 4 years of combined experience across the customer service, travel, telecommunications, and government administration industries. She is currently strengthening her administrative, client communication, and customer support capabilities through her previous roles as a customer support representative across two call centers for 3 years and 3 months and as an intern at a government office for 8 months. Throughout her experience, she has handled customer inquiries, reservation and booking concerns, account troubleshooting, administrative support, documentation processes, and reporting assistance while working across phone, chat, email, and front desk environments.

• Assisting customers with troubleshooting mobile devices, account concerns, and telecommunications-related inquiries
• Supporting customers with flight reservations, booking concerns, and travel-related assistance through phone, chat, and email communication
• Handling customer data, documentation processes, and account information with accuracy and attention to detail
• Using tools such as Avaya, knowledge base systems, email platforms, chat applications, Microsoft Word, Microsoft Excel, and Microsoft Outlook
• Assisting walk-in clients with applications, inquiries, and administrative concerns during government office internship experience
• Encoding, filtering, and organising survey and customer satisfaction data for reporting and administrative purposes
• Demonstrating strong communication, organisation, problem-solving, and client support skills in fast-paced work environments

Learning Ability and Work Proficiency
She is highly organised and adapts quickly to existing systems and workflows, allowing her to follow instructions with ease and work effectively with minimal supervision. She is an active listener with good verbal and written communication skills, enabling her to handle both administrative and client-facing responsibilities professionally. She demonstrates strong determination and perseverance in her work, consistently showing progress while maintaining accuracy and attention to detail. She approaches tasks with a logical and critical mindset and remains open to feedback, helping her continuously improve her efficiency and understanding of industry processes.

Interpersonal Skills and Personal Characteristics
She is courteous, punctual, attentive, and easy to work with, creating positive and professional interactions with both clients and colleagues. She presents herself as modest, cooperative, and respectful while remaining willing to take responsibility and contribute to team goals. Her resourcefulness, perseverance, and eagerness to learn allow her to stay focused even when handling unfamiliar tasks or processes. Her calm and amiable nature, combined with her determination and work ethic, makes her someone who can work harmoniously within a team while maintaining a dependable and professional attitude.

Suitability
Jiselle is greatly suitable for any general mortgage broking or general administrative position.

Why Jiselle is Suitable for the Role
Her background in customer support and administrative assistance has equipped her with strong communication, organisation, and problem-solving skills that are highly valuable in mortgage broking support roles. Her experience handling customer concerns through multiple communication channels, managing documentation, and assisting with reporting tasks demonstrates her ability to work accurately and professionally in fast-paced environments. She is highly organised, attentive to detail, and adapts quickly to systems and processes, allowing her to perform efficiently with minimal supervision. Combined with her willingness to learn, professionalism, and strong work ethic, she has the qualities needed to provide reliable and effective administrative support for mortgage broking clients.