Team Member Ready for Placement

Joanna brings an energetic and methodical approach to her work, underpinned by a Bachelor of Science in Hospitality Management. With nearly a decade of diverse experience across customer service, virtual assistance, and operational roles, she has built a solid foundation of skills tailored to administrative and mortgage broking environments. Beyond her professional achievements, she enjoys spending her free time watching Netflix, playing volleyball, cooking, and watching movies. Her hobbies reflect her balanced personality and dedication to maintaining both productive and relaxing pursuits.

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.

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 our onboarding training, Joanna has been identified as proficient with the following tools and software:

• Advanced: Word, Teams
• Limited Experience: Excel, PowerPoint, Outlook, Adobe Illustrator, Trello

Additional Skills and Notable Experience
Joanna’s professional expertise is backed by nearly a decade of work experience across various industries, showcasing her adaptability and commitment to excellence. She served as front office staff at a hotel for 4 years and 10 months, managing guest relations and ensuring seamless operations. She also worked as a part-time virtual assistant at a credit company for 10 months, gaining experience in administrative tasks and document handling. Additionally, she honed her customer service skills as an associate at a call centre for 4 years and 4 months, handling inquiries and maintaining client satisfaction. Most recently, she held the role of operations officer and customer service officer at a chocolate shop for 3 months, where she demonstrated her ability to manage operations and deliver exceptional service. Key skills and tasks include:

• Proficient in handling a broad array of administrative tasks tailored to client needs.
• Skilled in maintaining schedules, organising data, and providing detailed reports.
• Actively managing customer inquiries and delivering exceptional service.
• Gaining experience with document editing, file organisation, and CRM tools.
• Demonstrating knowledge of efficient communication via phone, email, and virtual platforms.

Learning Ability and Work Proficiency
Her analytical and rational mindset allows her to excel in both independent and guided tasks, making her highly adaptable in any organisational structure. Her clear and articulate communication style complements her ability to absorb new processes efficiently. With a proactive approach to learning, she is methodical in ensuring task accuracy and clarity. She doesn’t require extensive supervision, demonstrating exceptional independence and organisation in her day-to-day work.

Interpersonal Skills and Personal Characteristics
She is recognised for her calm and gentle demeanour, coupled with a vibrant energy that makes her an asset to any team. Her sociable and responsible nature fosters strong interpersonal connections while her enthusiastic readiness to accept responsibility ensures a positive contribution to group collaborations. Her competence and devotion to her work are matched by her modest yet confident personality, creating a delightful balance of professionalism and approachability.

Suitability
Joanna is highly suited for mortgage broking and general administrative roles, with additional suitability for voice-based tasks that involve client communication.

Why Joanna is Suitable for the Role
Her strong communication skills, proactive approach to learning, and extensive experience in customer service make her an excellent candidate for mortgage broking and general administrative roles. Her expertise in essential tools, coupled with her personable nature and exceptional organisational abilities, enables her to deliver efficient and high-quality support to clients. Renowned for her professionalism and dedication to client satisfaction, she is fully equipped to succeed in her position.