Customer Engagement & Operations Specialist

MA Financial Group; Sydney; On-site; AUD 70,000 - 95,000; Full time

Job summary

MA Financial Group is seeking a Customer Engagement & Operations Specialist to support customers across referral programs. You will handle inbound enquiries, manage scripted workflows, and guide customers through the journey toward mortgage broker engagement, while contributing to process improvements.

You will interact with customers daily, maintain CRM records, and collaborate with the team to ensure a smooth, compliant experience in a regulated home lending environment.

Qualifications

• 3+ years in mortgage broking, lending or operations.
• Strong end-to-end home lending knowledge.
• Experience supporting customers in regulated financial services.
• Excellent English communication and rapport-building.
• Ability to follow approved scripts while delivering customer-first service.
• Strong judgement on escalation to a mortgage broker.
• Highly organized with outbound follow-up and CRM management.
• Experience using multiple technology platforms (HubSpot/Calendly etc.).

Responsibilities

• Handle inbound customer enquiries with clear, accurate information about programs.
• Engage customers needing additional support before progressing to a broker.
• Execute structured outbound callback and follow-up queues.
• Assist customers who started but not completed their journey to progress next steps.
• Coordinate, reschedule, and support other customer requirements.
• Maintain accurate CRM notes, outcomes and lead statuses.
• Identify recurring questions and friction points to improve journeys.
• Collaborate with the Middle team to refine scripts and workflows.
• Support recurring operational activities including commission reconciliation and RCTI processing.

Skills

Mortgage knowledge

Customer engagement

CRM management

Phone communication

Structured outbound workflow

Escalation judgment

Organizational skills

Technical literacy across platforms

Tools

HubSpot

Calendly

Job description

Customer Engagement & Operations Specialist

MA Financial Group is a global alternative asset manager specialising in private credit, real estate and hospitality. We lend to property, corporate and specialty finance sectors and provide corporate advice.

We invest and manage $15.3 billion on behalf of our clients, have $175 billion in managed loans and have advised on over $135 billion in advisory and equity capital market transactions (as at December 2025).

We have a team of over 900 professionals across locations in Australia, China, Hong Kong, New Zealand, the Philippines, Singapore and the United States.

MA Financial is a place of opportunity and unlimited potential. It’s a place that empowers you to think, collaborate, and help create something truly valuable.

About the role

We're looking for a Customer Concierge & Operations Specialist to support customers across our referral programs.

You'll be one of the first people our customers speak to, handling inbound enquiries and working through a structured daily outbound workflow to engage customers who need additional support before progressing to a mortgage broker.

Most customers will be supported directly by their broker. Your role is to manage the experience around that journey, including answering program-related questions, supporting customers who require further engagement, following up incomplete journeys and ensuring customers are connected to the appropriate next step.

You'll work within clearly defined customer scripts, processes and escalation pathways, combining strong mortgage knowledge with a warm and natural customer experience.

Importantly, we want someone who can do more than simply follow a process. You'll be close to customers every day and will play an active role in helping us understand what works, identify friction and shape customer journeys that deliver an exceptional experience while operating within the requirements of a regulated home lending environment.

Key Responsibilities

• Handle inbound customer enquiries and provide clear, accurate and helpful information about our programs
• Engage customers who require additional support or qualification before progressing to a mortgage broker
• Work through structured outbound callback and follow-up queues
• Support customers who have started but not completed their journey and help them progress to the appropriate next step
• Manage appointment coordination, rescheduling and other customer support requirements
• Maintain accurate customer notes, outcomes and lead statuses within the CRM
• Identify recurring customer questions, friction points and opportunities to improve the customer journey
• Work with the broader Middle team to refine scripts, processes and customer engagement workflows
• Support recurring operational activities including commission reconciliation and RCTI processing

Qualifications:

• 3+ years' professional experience, including demonstrated experience within mortgage broking, mortgage lending or mortgage operations
• Strong understanding of the end-to-end home lending journey, mortgage terminology and common customer scenarios
• Demonstrated experience supporting and engaging customers, ideally within a regulated lending or financial services environment
• A warm, confident and professional phone manner, with exceptional English communication skills and the ability to build rapport quickly
• Ability to deliver a natural, customer-first experience while working within approved scripts, processes and escalation pathways
• Strong judgement, including knowing when an enquiry should be escalated to a mortgage broker
• Highly organised and comfortable managing outbound follow-up, customer pipelines, CRM records and a structured daily workflow
• Comfortable learning and working across multiple technology platforms

Highly regarded

• Experience as a broker associate, broker support specialist, loan processor, lending specialist or lending operations specialist
• Experience within a mortgage brokerage, aggregator, bank or non-bank lender
• Experience helping design or improve customer journeys, scripts or operational processes
• Experience using HubSpot and/or Calendly