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: Home loan servicing team 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
Handle factual home loan service requests for a lender, maintaining accurate records and escalating matters that need specialist review.
Key responsibilities
- Respond to routine account and repayment enquiries using approved information.
- Process service requests within documented permissions and controls.
- Maintain case notes and communicate progress to customers.
- Escalate complaints, vulnerable customer needs and credit changes.
- Verify requests through approved identity and instruction checks before updating records.
- Distinguish routine account maintenance from variations requiring separate assessment or approval.
Essential capabilities
- Financial services customer support or mortgage servicing experience.
- Accuracy with account records and strong customer communication.
- Ability to follow identity, privacy and escalation procedures.
Useful experience
Case management · Loan servicing systems · Complaints triage · Customer verification. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Customers, account operations and specialist servicing 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.
Learn account-maintenance permissions and request validation steps.
Complete allocated servicing requests with accurate audit records.
Review rework and unresolved requests and improve one service process.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- Which checks would you complete before acting on a request to change an account instruction?
- 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
Process a fictional servicing queue using supplied procedures. Identify requests needing additional verification or approval and prepare an audit-ready action log.
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