Job description

Job Overview:

The Customer Service Specialist plays play a pivotal role in supporting our valued mortgage brokers and team. As a key point of contact, you'll ensure seamless communication, resolve inquiries, action requests promptly and elevate the overall running of the business.

Job Description:

Broker & Team Support: Provide top level assistance to the team addressing any queries, contacting banks, document preparation, updating systems and responding to all requests promptly and professionally (CSS chat & CareTeam email).

Communication Liaison: Act as a bridge between brokers and support team and the banks, ensuring clear and concise communication to facilitate smooth operations.

Product Knowledge: Existing understanding of the bank's mortgage application processes, auditing requirements, and loan repricing procedures

Tasks:

Maintaining client database (excel list of all current loans)
Repricing and updated loan balances on all existing variable loans 6 monthly and communicating with client the outcomes.
Arranging Fixed/ Interest only meetings on behalf of brokers ahead of time.
Downloading, renaming client documentation, and updating MyCRM with information
New client processing: creating Trello cards & G drive folders.
Ordering valuations.
Getting client files ready for doc's out - cross checking broker notes, MyCRM, servicing calculator and apply online and uploading relevant documents to AOL
Contacting banks to follow up on loan progress/issues.

Requirements

Experience: Open to both newcomers to the industry and those with relevant experience—personality is key!

Initiative: Proactive, self-motivated, and able to identify opportunities, solve problems, and drive results. Think outside the box, demonstrate creativity, and consistently go above and beyond to add value, improve processes, and exceed expectations.

Exceptional Communication: Strong verbal and written communication skills to engage effectively with mortgage brokers, CSM, and banks. Ability to articulate ideas clearly, actively listen, and tailor communication to various stakeholders.

Customer Focus: A customer-centric mindset with a passion for delivering exceptional service. Provide critical back-end support to the team, ensuring smooth operations and positive experiences for all internal and external customers.

Adaptability: Thrive in a fast-paced environment, demonstrating flexibility and resilience. Strong organizational skills to prioritize and manage competing tasks effectively while maintaining attention to detail.

Team Collaboration: Collaborative and team-oriented, with the ability to work seamlessly with others to achieve shared goals and enhance overall efficiency. Bring positivity and a strong sense of teamwork to foster a supportive work environment.