Citi Mortgage Client Support in Sydney, Australia
Primary Location: Australia,New South Wales,Sydney
Other Location: Asia Pacific
Education: High School Diploma/GED
Job Function: Sales
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17032803
The Mortgage Client Support Team has responsibility to service internal and external 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 support front line Retail Banking employees, key external stakeholders and customers with any issues that can’t be resolved to ensure a high quality of service is provided to customers, key external stakeholders and front line employees. This role is a key contributor to the highest levels of service and performance to assist in driving franchise growth and customer service.
Support Retail Banking employees, key external stakeholders and direct customers by taking calls from our staff, customers and brokers
Operational duties associated with the support of our Retail Banking staff, including any miscellaneous requests
Understand and record any issues, manage resolution and escalate for resolution as required
Complete all mortgages retention activities that are covered within Sales Support (by phone- inbound and outbound, email, queues etc).
Manage MIS Report for files outstanding at Pre-edit, including email/phone contact with Brokers
Complete Retention Pricing reviews for customers/staff and broker
Complete New Business Pricing Requests from BDM’s and Mortgage Specialist
Support offshore Retention Staff with complex queries/check and send emails.
Prepare submission for changes to living Expenses and seek approval from Head of Mortgages Distribution.
Be available on the Broker Assist phone line to take calls from brokers and complete related processes
Be available to take queries from Mortgage Specialists/Staff/Brokers and BDM’s (by phone, email, queue, tracker, etc.) and complete investigation into the issue/problem within agreed service levels
Ensure proactive communication is provided to the person or area raising the query
Ensure any trackers, queues or spreadsheets are updated with actions, resolutions and with confirmation of advice to the originator of the issue
Distribute Leads to Mortgage Specialists
Adherence to any service levels related to tasks performed
Escalation of issues as required to ensure queries are resolved within suitable timeframes
Provide SME support and guidance to front line sales and service staff within Sales and Distribution
Complete Broker Software Audit
Support Brokers and BDM’s with accreditation queries including password resets
Act as a point of contact for BDM’s.
Answer complex scenario’s from Brokers/Customer’s
Manage Product and Policy exceptions
Prepare training packs for PD/Training days for BDM’s nationwide
Assist with the identification of root cause of systemic issues from identified issues and any complaints
Actively look for areas of improvement in any processes
Complaint resolution and escalation as needed
Any additional tasks allocated by the Head of Mortgages Distribution & Mortgage Client Support Manager
Experience working with Mortgages and loans/in a similar role
Sound knowledge Credit Policies and Procedures, including Mortgage Insurers
Service focused and results driven
Good communication skills
Must be organised
Ability to multitask with good attention to detail
Good at building relationships within the team and business partners
When you work at Citi, you’ll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.