Team Member Ready for Placement

Jenna is a Bachelor of Science in Psychology graduate who has recently completed her training with Affordable Staff. With a background in client support, data entry, and administrative work, she brings a strong foundation in accuracy, organisation, and professional communication. Outside of work, she is actively involved in church activities, where she also supports hosting and social media management, reflecting her sense of responsibility, initiative, and community engagement.

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
• BrokerEngine Project Management
• 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 training with us, Jenna had already learned and gained experience with the following tools and software:

• Advanced: Word
• Practical Application: Excel, PowerPoint, Outlook, Teams, Canva
• Limited Experience: OneDrive, Forms

Additional Skills and Notable Experience
She has over a year of experience working in a call center environment as a Client Support Specialist, along with prior internship exposure in administrative and data-focused roles. Key skills include:

• Data entry, data encoding, and document verification with strong attention to accuracy
• Email management, report writing, and professional written communication
• Underwriting support and handling of sensitive documents with confidentiality in mind
• Direct client and customer interaction through email, chat, and occasional online meetings
• Experience using tools such as Gmail, Salesforce, HubSpot, Excel, MS Teams, and Outlook
• Familiarity with structured processes for data management, reporting, and client communications
• Internship experience in data encoding, file organisation, and program creation using MS Word, Excel, and Canva
• Participation in cybersecurity training with a strong understanding of data security, confidentiality, and safe handling of digital documents

Learning Ability and Work Proficiency
She demonstrates strong learning ability, with high comprehension and analytical skills that support her effectiveness in structured and detail-oriented tasks. She follows instructions with ease, adapts quickly to existing systems and workflows, and works well with minimal supervision. As she builds her exposure to the mortgage broking industry, she consistently prioritises accuracy and correctness, demonstrating a strong commitment to quality and continuous improvement. She is well organised, systematic in her approach, and capable of working independently while meeting deadlines.

Interpersonal Skills and Personal Characteristics
She is calm, composed, and mild in her manner, creating a professional and harmonious working presence. She is diligent, responsible, and attentive, showing readiness to accept responsibility and take initiative when needed. Her sharp and resourceful mindset, combined with a steady work ethic, allows her to collaborate effectively with others while maintaining focus on her tasks. She communicates clearly and confidently, with good verbal and written communication skills that support both client and team interactions.

Suitability
Jenna is greatly suitable for general mortgage broking and general administrative roles, with additional suitability for voice roles and basic social media support.

Why Jenna is Suitable for the Role
Her combination of structured training in mortgage broking, prior hands-on experience in client support and data management, and strong attention to accuracy makes her a reliable candidate for a mortgage broking admin role. Her ability to follow processes, communicate professionally, and handle sensitive information with care aligns well with the demands of mortgage support work. With her positive work attitude, strong organisational skills, and willingness to continuously learn, she is well-positioned to support brokers effectively and contribute value to the team.