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: Brokerage operations or systems manager]
- 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
Keep a mortgage team’s systems, records and workflows reliable so brokers and support staff can see the right work at the right time.
Key responsibilities
- Maintain CRM records, task queues and document naming standards.
- Prepare pipeline, conversion and workload reports.
- Support user onboarding, templates and workflow improvements.
- Identify duplicate, incomplete or stale records for correction.
- Maintain documented change requests and test workflow changes before release.
- Reconcile access requests, duplicate records and data-quality exceptions through approved controls.
Essential capabilities
- Strong CRM administration and spreadsheet skills.
- Experience improving data quality and repeatable operations.
- Discretion with borrower and commercial information.
Useful experience
CRM administration · Reporting · Process documentation · Spreadsheet analysis. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Brokers, support staff, platform vendors and reporting teams. 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.
Map core CRM fields, ownership and access request procedures.
Maintain data quality and implement approved low-risk changes with test evidence.
Review workflow adoption and address a recurring duplicate or ownership issue.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you introduce a CRM workflow change without disrupting active files or widening access unnecessarily?
- 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
Use a fictional CRM export to identify duplicates and missing owners. Propose a cleanup plan and a tested change with a rollback step.
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