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Career Opportunity

Mortgage Client Support Officer

  • Primary Location: Australia,New South Wales,Sydney
  • Education: High School Diploma/GED
  • Job Function: Consumer Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19028307


Citi the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

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.

The Mortgage Client Support Officer’s objective is to provide support and to ensure a high quality of service is provided at all times. 

This role is a key contributor in driving franchise growth and customer service

Key Accountabilities include:

  • Answering calls from our brokers and customers on our Broker Assist and the Mortgage Retention phone lines
  • Support Sales & Distribution Staff via phone or email
  • Act as a point of contact for BDMs
  • Complete New Business Pricing Requests from BDMs and Mortgage Specialist
  • Complete Retention Pricing reviews for existing customers received from BDMs/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 and assist with any complaint resolutions
  • Provide SME support and guidance to front line sales and service staff within Sales and Distribution
  • Support Brokers and BDMs with accreditation queries
  • Answer complex scenarios from Brokers/Customers
  • Prepare training packs for PD/Training days for BDMs nationwide
  • Assist with the identification of root cause of systemic issues from identified issues and any complaints
  • Any additional tasks allocated by the Head of Mortgages Distribution & Mortgage Client Support Manager



To be successful in the role you will have the following skills and experience:

  • Minimum education required - HSC completed
  • Degree or vocational qualification in business or finance related subject is desirable
  • 3-5 years relevant experience including 6 months in a customer service role is required
  • A good working knowledge in mortgage products in a retail environment and sound mortgage process knowledge is highly desirable
  • Customer (internal and external) focused 
  • Results driven
  • Ability to multitask with good attention to detail
  • Good communication skills
  • Ability to build relationships within the team and business partners

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

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