The job description
Replace the bracketed fields and keep the duties that match your actual workflow.
- Organisation
- [Organisation name]
- Location & work model
- [Location; onsite, hybrid or remote]
- Employment type & hours
- [Employment type, weekly hours and time-zone overlap]
- Remuneration
- [Confirmed pay range, currency, superannuation and any incentive terms]
- Reports to
- [Named manager; suggested position: Client service manager or broker support leader]
- Systems & access
- [Approved systems, records and access scope]
- Authority & supervision
- [Permitted tasks, decisions, reviewer and escalation route]
- Required qualifications
- [Employer-confirmed licences, registrations, training or accreditations]
About the organisation
[Describe the actual business, team and customers in two or three factual sentences.]
Role purpose
Create an organised first step for new mortgage enquiries by capturing factual details, scheduling appointments and keeping the broker’s pipeline current.
Key responsibilities
- Respond to new enquiries and schedule discovery calls with a broker.
- Collect information and documents using the approved intake checklist.
- Record consent, contact preferences and follow-up tasks in the CRM.
- Hand complete enquiry packs to the broker for needs analysis.
- Identify duplicate enquiries and retain a clear contact-preference record.
- Track unanswered intake requests and return incomplete packs with a specific next action.
Essential capabilities
- Customer service experience and clear written and spoken communication.
- Consistent CRM data entry and follow-through on open requests.
- Ability to handle personal financial information confidentially.
Useful experience
Lead triage · Appointment scheduling · CRM hygiene · Document checklists. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
New enquiries, brokers and appointment coordinators. Confirm the actual owners and handoff routes.
How to apply
[Application route, closing date, contact and any adjustment request process.]
We assess candidates against the role-relevant criteria and use a fictional work sample.
What good looks like.
Agree the pace, reviewer and measures with the person you hire.
Learn intake fields, consent recording and appointment escalation.
Maintain a complete enquiry queue with named owners and scheduled next steps.
Review missed appointments and incomplete handoffs and propose a practical improvement.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- What information would you capture before handing an enquiry to a broker, and what would you avoid asking at this stage?
- Describe a relevant piece of work, the checks you used and what you did when the instructions or evidence were incomplete.
- How would you organise competing deadlines, record your decisions and escalate a risk to the next handoff?
A practical work sample
Triage a fictional batch of enquiries, identify duplicate records and build an appointment and follow-up list using supplied contact preferences.
Use fictional information and the same instructions for shortlisted applicants. Agree adjustments and timing beforehand. Score accuracy, reasoning, communication and appropriate escalation; this exercise should not produce live client work.
Before you post.
- Replace every bracketed field with the actual employer, working arrangement and pay terms.
- Choose the duties the role will really own; remove unrelated tasks and separate essential from trainable skills.
- Confirm the task authority, supervision, qualifications and access with the responsible employer or licensee.
- Check pay and conditions against the applicable employment requirements before advertising.
- Use the same role-relevant selection criteria and fictional work sample for shortlisted applicants; invite adjustment requests.
- Name the reviewer and agree realistic first-90-day outcomes before the person starts.
Credit authority and appointment
Confirm the actual activities and appointment arrangement with your licensee. ASIC explains that employee and contractor arrangements can differ; a job title does not settle the scope. ASIC guidance
Pay and advertised conditions
Use confirmed pay terms and check the applicable minimum entitlements before publishing the advertisement. Fair Work Ombudsman guidance
A clear hiring process
Confirm the employment arrangement, duties and working conditions as part of preparing the role. Fair Work Ombudsman guidance
Information and access
Agree how personal information will be handled and the records and systems the role may access. OAIC guidance