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

  • Schedule: Full-time

  • 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

  • Investigation capability

  • 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.

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