Mortgage Client Support Officer Mortgage Client Support Officer …

in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
Mortgage Client Support Officer
The Mortgage Client Support Team has responsibility to service front line Retail Banking Employees, Key External Stakeholders and Customers with any queries they may have for products and services available through Sales & Distribution Staff. Their objective is to provide support and to ensure that a high quality of service is provided at all times. This role is a key contributor in driving franchise growth and customer service.

  • Be available on the Broker Assist phone line to take calls from Brokers
  • Be available on the Mortgage Retention phone line to take calls from Customers
  • Participate in outbound Mortgage Retention campaigns
  • Support Sales & Distribution Staff via phone or email
  • Act as a point of contact for BDM's.
  • Complete New Business Pricing Requests from BDM's and Mortgage Specialist
  • Complete Retention Pricing reviews for existing customers received from BDM's/Customers or Brokers
  • Understand and record any issues, manage resolution and/or escalate for resolution
  • Manage MIS Report for files outstanding at Pre-edit, including email/phone contact with Brokers
  • Prepare submission for changes to living Expenses and seek approval from Head of Mortgages Distribution.
  • Complete investigation into the issue/problem within agreed service levels
  • Assist with any complaint resolutions
  • Ensure proactive communication is provided to the person or area raising the query
  • Ensure any trackers, queues or spreadsheets are updated with actions, resolutions and with confirmation of advice to the originator of the issue
  • Adherence to any service levels related to tasks performed
  • Provide SME support and guidance to front line sales and service staff within Sales and Distribution
  • Complete Broker Software Audit
  • Support Brokers and BDM's with accreditation queries
  • Answer complex scenarios from Brokers/Customer's
  • Manage Product and Policy exceptions
  • Prepare training packs for PD/Training days for BDM's nationwide
  • Assist with the identification of root cause of systemic issues from identified issues and any complaints
  • Actively look for areas of improvement in any processes
  • Any additional tasks allocated by the Head of Mortgages Distribution & Mortgage Client Support Manager
  • Ensure the business unit maintains the ethical standards contained in the Code of Conduct
  • Adhere to firm policies and procedures, regulatory and legislative requirements

  • Minimum education required - HSC completed
  • Degree or vocational qualification in business or finance related subject is desirable

Experience/Personal Attributes
  • Minimum 6 months in a customer service role is required
  • Sound Mortgage process knowledge is desirable
  • A good working knowledge in mortgage products in a retail environment is highly desirable
  • Customer (internal and external) focused
  • Results driven

Citi has entered into an agreement with NAB to acquire its consumer bank in Australia which includes residential mortgages, deposits, and unsecured lending.

The sale is expected to complete in March 2022. As this is a role to work in Citi's consumer bank, the successful candidate will initially be employed by Citi, but on sale completion, their employment will transfer to a NAB (or) a new entity that will employ Citi's consumer bank employees, prior to their transfer to NAB.

Job Family Group:
Consumer Sales

Job Family:
Consumer Sales Support

Time Type:

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

View the " EEO is the Law " poster. View the EEO is the Law Supplement .

View the EEO Policy Statement .

View the Pay Transparency Posting
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