Customer Servicing Officer

La Trobe Financial; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Birthday day off

Volunteer days

Extra annual leave

Parental leave + super

Zoo membership

EAP access

Training & development

Team socials

Discounts

Job summary

La Trobe Financial, based in Melbourne, is seeking a Customer Servicing Officer to deliver high-quality servicing and administrative support across the Mortgage Help function. You will be a key contact for internal and external stakeholders, ensuring inquiries are managed efficiently and servicing activities comply with regulatory requirements and internal policies.

You will contribute to positive customer outcomes through timely communication, accurate administration, proactive problem-solving,

Qualifications

• Experience in financial services or mortgage servicing is desirable.
• Experience in regulated environments is valued.
• Strong administrative and organisational skills.
• High level of attention to detail and accuracy.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to customer, broker, solicitor and internal stakeholder enquiries via phone, email and written correspondence.
• Provide accurate and timely information regarding customer accounts and servicing matters.
• Prepare and issue customer correspondence, notices and servicing-related communications.
• Complete account maintenance and servicing activities accurately and within required timeframes.
• Assist with payment processing, invoice management and administrative support functions.
• Maintain accurate customer and account records across relevant systems.
• Collate and prepare documentation for internal stakeholders and external legal providers.
• Assist with customer remediation, hardship administration and servicing requests where required.
• Verify account information and supporting documentation to ensure accuracy and completeness.
• Support insurance monitoring and compliance activities.

Skills

Financial services

Mortgage servicing

Customer service

Administration

Regulated environments

Job description

About La Trobe Financial

La Trobe Financial is Australia's Global Investment Manager, helping Australians build better futures for over 70 years. With $26 billion in assets under management and the trust of 160,000 customers, we've grown through a commitment to service, innovation, and putting people first.

We don't just deliver retirement income - we shape lives, careers, and communities. Our culture is built on trust, excellence, accountability, and a shared purpose: to make a meaningful difference every day.

The Opportunity

The Customer Servicing Officer is responsible for delivering high-quality servicing and administrative support across the Mortgage Help function. The role acts as a key point of contact for internal and external stakeholders, ensuring customer enquiries are managed efficiently, operational obligations are met, and servicing activities are completed in accordance with regulatory requirements, internal policies and service level agreements.

The position contributes to positive customer outcomes through timely communication, accurate administration, proactive problem-solving, and effective management of servicing activities across insurance, custody, default management and customer support functions.

Key Responsibilities

• Respond to customer, broker, solicitor and internal stakeholder enquiries via phone, email and written correspondence.
• Provide accurate and timely information regarding customer accounts and servicing matters.
• Prepare and issue customer correspondence, notices and servicing-related communications.
• Complete account maintenance and servicing activities accurately and within required timeframes.
• Assist with payment processing, invoice management and administrative support functions.
• Maintain accurate customer and account records across relevant systems.
• Collate and prepare documentation for internal stakeholders and external legal providers.
• Assist with customer remediation, hardship administration and servicing requests where required.
• Verify account information and supporting documentation to ensure accuracy and completeness.
• Support insurance monitoring and compliance activities.

About You

• Previous experience in financial services, lending, customer service, mortgage servicing or administration is highly desirable.
• Experience working within regulated environments will be highly regarded.
• Strong administrative and organisational skills.
• High level of attention to detail and accuracy.
• Strong written and verbal communication skills.
• Ability to interpret processes, policies and procedures.
• Customer-focused with a commitment to delivering positive outcomes.

Employee Benefits

We're all about balance - delivering great work and enjoying the journey. Alongside a competitive salary, here are some perks that make working with us even better:

• Celebrate your birthday- with a paid day off, just for you!
• Give back- with paid volunteer days to support causes you care about;
• More time for you- purchase additional annual leave when you need it;
• Support for families- 18 weeks paid primary carer parental leaveplussuperannuation contributions;
• Wild perks- free annual membership to Taronga Zoo and Collingwood Football Club!
• Wellbeing first- access to our Employee Assistance Program (EAP);
• Keep growing- with ongoing training and development opportunities;
• Unforgettable socials- from team events to celebrations you'll actually want to attend! and
• Retail therapy- enjoy discounts through Reward Gateway.

Diversity & Inclusion

We're committed to creating a workplace where everyone feels respected, valued, and safe. We welcome applications from people of all backgrounds and proudly support an inclusive recruitment process and work environment. If you require adjustments at any stage of the process, please let us know, we're here to help.

Please note that only shortlisted candidates will be contacted.