Customer Care Specialist (AU Mortgage Broker Admin)

• Conduct annual reviews of existing client home loans
• Gather updated loan information via lender portals and internal systems
• Request property valuations and updated pricing from lenders
• Prepare and send clear client communications outlining current loan position, updated rates/pricing, and potential savings where applicable
• Maintain accurate and up-to-date client records in the CRM and internal systems
• Track and follow up outstanding client reviews to ensure timely completion
• Identify and escalate potential refinance or loan restructuring opportunities to the broker team

• Schedule and publish pre-prepared content using Canva templates
• Ensure all content is consistent with Mortgage Innovations' brand guidelines

• 2+ years of experience in mortgage broking support or client services
• Proficiency with CRMs, lender portals, and Google Workspace
• Working knowledge of residential home loan processes
• Excellent verbal and written communication skills
• High attention to detail, particularly when handling financial data and client records
• Experience with social media scheduling tools preferred, but not required

D2B