Mortgage Customer Concierge & Operations Lead

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

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.