Team Member Ready for Placement

Rica is a Bachelor of Secondary Education major in English graduate who brings a strong foundation in communication, organisation, and client-focused service. Her background spans teaching, where she honed presentation and data-management skills, and customer service, where she strengthened problem-solving and customer-support capabilities. Passionate about reading and music, she also enjoys media editing and filming—creative pursuits that complement her professional adaptability and attention to detail.

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 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 training with us, Rica had already gained experience with the following tools:

• Practical application: Word, Excel, PowerPoint, Teams, Forms, Canva, Hubstaff
• Limited experience: Outlook, OneNote, OneDrive, SharePoint, Trello, LastPass
• Basic knowledge: Sway, Adobe Photoshop, Adobe Illustrator, Procreate, DocuSign, Adobe After Effects, WordPress

Additional Skills and Notable Experience
Drawing on teaching roles (student teacher for 2 months and senior high school teacher for 11 months) and seven months as a customer service representative, she has developed a versatile skill set that aligns well with mortgage-broking administration:

• Facilitating hybrid English lessons, creating engaging presentations, and managing student data and records
• Coordinating parent–teacher communications, scheduling meetings, and preparing academic reports
• Handling customer enquiries, troubleshooting service issues, and upselling products in a fast-paced call-centre environment
• Compiling sales metrics, updating team performance reports, and collaborating with supervisors on service improvements
• Demonstrating proficiency in MS Office, Canva, Einstein360, ACSR, and other proprietary CRM and time-tracking tools
• Leveraging creative skills in media editing, basic video production, and content design for educational and customer-support materials

Learning Ability and Work Proficiency
She is a quick and analytical learner who adapts readily to existing systems, follows instructions with ease, and thrives with minimal supervision. Her articulate communication, high comprehension, and systematic approach ensure tasks are organised and completed accurately, while her steady work ethic and eagerness to improve drive continuous gains in efficiency.

Interpersonal Skills and Personal Characteristics
Warm and engaging, she combines sincerity and eloquence with a conscientious, reliable attitude. She collaborates harmoniously, shows keen interest in her work, and approaches challenges with confidence and resourcefulness. Her pleasant, trustworthy presence fosters positive client and team relationships.

Suitability
Rica is highly suitable for general mortgage broking or general administrative positions, including voice roles, basic social media, and basic video editing tasks.

Why Rica is Suitable for the Role
Her strong command of English, refined through both teaching and customer-service experience, gives her an exceptional platform for precise documentation and clear client communication—essential in mortgage broking. Add her warm, professional demeanour and creative problem-solving style, and she is poised to add immediate value as an administrative team member supporting mortgage brokers.