Are you passionate about delivering exceptional customer service? Do you enjoy solving problems, learning complex processes, and working in a fast-paced environment where no two calls are the same?
An exciting opportunity has become available for a Mortgage Service Centre Consultant to join a high-performing financial services team supporting mortgage brokers, bankers, solicitors, and customers throughout the home loan journey.
This role is ideal for candidates coming from:
- Banking and Financial Services
- Mortgage Broking Support
- Contact Centres
- Insurance Claims or Customer Service
- Settlements or Loan Processing
- Professional Services Client Support
- High-volume customer service environments
As a Mortgage Service Centre Consultant, you will act as a key point of contact for brokers and internal stakeholders, assisting with enquiries across the entire mortgage lifecycle, from application through to settlement and ongoing servicing.
You will work within a highly collaborative environment where customer outcomes, service excellence, and operational accuracy are paramount.
This is a structured, fast-paced role requiring strong communication skills, resilience, attention to detail, and the ability to quickly understand and navigate complex information.
Key Responsibilities
- Handle inbound enquiries relating to home loan applications and mortgage servicing.
- Support brokers, bankers, solicitors, and internal stakeholders with updates and information.
- Investigate and resolve complex customer and broker queries.
- Provide accurate information across various stages of the mortgage process.
- Navigate multiple systems while maintaining a high level of accuracy.
- Meet service and quality targets in a high-volume environment.
- Identify and escalate risks appropriately.
- Deliver exceptional customer experiences while adhering to compliance requirements.
- Work collaboratively with internal operational teams to achieve first-call resolution where possible.
- Previous experience in customer service, contact centre, banking, financial services, insurance, lending support, or a similar environment.
- Outstanding verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Ability to learn complex processes quickly.
- High attention to detail and organisational skills.
- Resilience and ability to perform in a structured, KPI-driven environment.
- Strong stakeholder management skills.
- Intermediate computer and systems skills.
- Mortgage, home lending, settlements, broker support, or banking experience.
- Experience working within regulated or compliance-focused environments.
- Exposure to financial services products and processes.
- Hybrid working model following training period.
- Comprehensive onboarding and training program.
- Career development opportunities within a leading financial services organisation.
- Supportive and collaborative team culture.
- Modern office environment with excellent facilities.
- Exposure to the end-to-end mortgage and lending process.
- Long-term career progression opportunities.
Applicants must be Australian Citizens, Permanent Residents, or hold unrestricted and ongoing working rights in Australia.
Please note that sponsorship is not available for this role.
Apply Now
If you are a customer-focused professional who enjoys problem solving, building relationships, and delivering exceptional service in a fast-paced environment, we would love to hear from you.
Apply today with your updated CV.
