About Us

For over 30 years Mortgage Choice has been at the forefront of Australia’s mortgage broking industry, and under the ownership of global property technology business REA Group, this doesn’t change. Mortgage Choice has a network of over 1,000 brokers and more than 750 franchises nationally and remains one of Australia’s most trusted and recognised brands.

Customer Service Officer (Leads) – Mortgage Broking

We are a growing mortgage broking business based in Sutherland. We are looking for a highly organised and client-focused Customer Service Officer to join our team.

This role is ideal for someone who thrives in a fast-paced environment, enjoys building strong relationships with clients, and takes pride in delivering an outstanding customer experience from first contact through to settlement.

About the Role

As a Customer Service Officer, you will play a key role in managing the client journey and supporting our brokers by ensuring smooth communication, accurate reporting, and efficient document collection.

You will be the first point of contact for many clients, so a positive attitude, professionalism, and the ability to build rapport quickly are essential.

Key Responsibilities

• Managing and following up client document collection

• Maintaining accurate client records and reporting

• Assisting with lead management and pipeline tracking

• Building strong relationships and rapport with clients

• Providing exceptional customer service throughout the loan process

• Liaising with brokers, lenders, and clients to ensure smooth processing

• Managing inbound enquiries and ongoing client communication

• Supporting the team with administrative and operational tasks

• Ensuring strict confidentiality and compliance with privacy regulations when handling sensitive financial and personal data

• Client retention and ongoing support

About You

• Positive attitude with strong people skills

• Excellent communication and interpersonal abilities

• Highly organised with strong attention to detail

• Ability to multitask and manage priorities effectively

• Professional presentation and phone manner

• Previous experience in mortgage broking, banking, finance, or customer service is highly regarded

• Comfortable using CRM systems and Microsoft Office/Google Workspace

• Self-motivated and eager to grow within the business

• Resilient and composed, with the confidence to handle objections and guide clients  

What We Offer

• Supportive and energetic team environment

• Opportunity for career growth within a growing business

• Ongoing training and development

• Flexible working arrangements 

• A role where you can genuinely make an impact and build long-term client relationships

If you are motivated, organised, and passionate about helping clients while being part of a high-performing team, we would love to hear from you.