Settlements & Customer Care Administration Officer

About the Role

We are looking for a detail-oriented, proactive Administration Officer to join our settlements and customer care team. This is primarily a pre-settlement coordination role — you will work between our funder, solicitors, and mortgage brokers to ensure outstanding documents are chased, collected, and submitted in time for loan settlements to proceed smoothly.

On the customer care side, you will handle post-settlement queries from brokers and borrowers across phone and email, covering account servicing tasks such as discharge requests, repayment variations, direct debit changes, and general account queries.

This is a multi-channel role. You will take inbound calls, make outbound calls, and manage email correspondence — all within Australian Eastern business hours (9am to 5pm AEST).

Pre-Settlement Coordination

• Liaise with mortgage brokers, borrowers, and solicitors to chase and collect outstanding documents required for settlement.

• Enter transaction details into settlement systems accurately and maintain data integrity across platforms.

• Communicate with brokers and financial institutions to resolve discrepancies or issues with settlement instructions.

• Ensure all settlement procedures comply with regulatory requirements and internal policies.

• Support senior settlements officers and managers in resolving settlement issues as required.

Post-Settlement Customer Care

• Serve as a primary contact for broker and borrower queries via phone and email.

• Handle account servicing requests including discharge requests, repayment frequency variations, direct debit changes, redraw requests, and general account queries.

• Manage rate retention requests received from brokers and communicate outcomes accurately.

• Maintain accurate records of all interactions, process customer accounts, and file documents with confidentiality.

• Proactively update brokers and borrowers to reduce resolution times and maximise first-contact resolution.

• Strong verbal and written English communication skills — you will be speaking with Australian mortgage brokers and borrowers daily.

• Confidence handling inbound and outbound calls as well as email correspondence simultaneously.

• A detail-oriented, follow-through mindset — if something is outstanding, you chase it until it is resolved.

• Experience in a customer service, administration, or operations role, ideally in financial services, banking, or insurance. Mortgage experience is an advantage but not a requirement.

• Familiarity with CRM systems and comfort with data entry and record management.

• Ability to manage competing priorities and work to deadlines in a fast-paced environment.

• A proactive, customer-first attitude with a calm approach under pressure.

• Prior experience in a mortgage, lending, or financial services operations environment.

• Experience coordinating documentation or compliance processes across multiple parties.

• A background in B2B client support or broker-facing roles.

• Demonstrated ability to manage multiple communication channels and task types simultaneously.