The Learning and Development Support Officer (LDSO) will primarily support the Finsure Broker Academy, the mentoring program designed for brokers who are new to the industry. The LDSO will also provide assistance to the broader Learning and Development team, including Infynity Training and Wikibroker Credit Concierge, as needed in cases of:

• Planned leave
• Unplanned leave
• Staff terminations
• Peak workload periods

Duties and Responsibilities:

• Provide File Review support
• Manage Freshdesk tickets and respond to general enquiries from Finsure Broker Support regarding Academy interviews, MFAA renewal forms, terminations, and related matters
• Facilitate Academy onboarding by following the New Broker Academy Broker Checklist
• Conduct the Monthly Mentor Fee Audit
• Initiate Trigger Compliance Audits related to Academy Broker graduation, removal from file review tasks, mentor tier changes, and file investigations
• Update and maintain learning materials, including PowerPoint presentations, logos, dates, and other content
• Train staff in the Philippines and Australia, as well as Australian customers when required, on the use of the proprietary Infynity software platform
• Perform other duties as assigned by the Team People Leader or the Head of People & Development at Finsure

Knowledge, Skills, and Experience Required:

• Intermediate proficiency in spreadsheets
• Strong ability to build relationships with new team members
• Ability to meet processing timeframes set by management
• Comfortable working in a fast-paced environment
• Strong time management skills
• High attention to detail and accuracy
• Minimum of two years’ relevant work experience
• Flexibility to work across departments as required by the business