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: Customer service or broker support 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 mortgage service enquiries, keep client communication clear and route account, application and advice questions to the appropriate owner.
Key responsibilities
- Respond to assigned enquiries using approved information and communication channels.
- Verify contact and instruction details through the agreed process.
- Record the customer's question, action taken and next owner accurately.
- Provide factual status updates from the current system of record.
- Recognise requests needing broker, hardship, complaint or specialist attention.
- Review repeat enquiries and improve approved service guidance.
Essential capabilities
- Customer service experience with careful listening and clear writing.
- Ability to distinguish verified facts from an assumption or promised outcome.
- Reliable CRM records and follow-up discipline.
- Discretion and confidence following approved escalation procedures.
Useful experience
Financial services support · Case management · Service communication. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Clients, brokers, processors and lender service 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 service topics, identity checks and referral routes.
Manage an allocated enquiry queue with complete notes and next steps.
Review repeated customer effort and improve one service handoff.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you respond to a customer who asks for an update that has not yet been confirmed?
- 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 fictional customer messages and draft factual replies. Mark unconfirmed information and refer one advice question and one support concern to their proper owners.
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