Customer Engagement & Operations Specialist
MA Financial Group is a global alternative asset manager specialising in private credit, real estate and hospitality.
We lend to property, corporate and specialty finance sectors and provide corporate advice.
We invest and manage $15.3 billion on behalf of our clients, have $175 billion in managed loans and have advised on over $135 billion in advisory and equity capital market transactions (as at December ****).
We have a team of over 900 professionals across locations in Australia, China, Hong Kong, New Zealand, the Philippines, Singapore and the United States.
MA Financial is a place of opportunity and unlimited potential.
It's a place that empowers you to think, collaborate, and help create something truly valuable.
About the role
We're looking for a Customer Concierge & Operations Specialist to support customers across our referral programs.
You'll be one of the first people our customers speak to, handling inbound enquiries and working through a structured daily outbound workflow to engage customers who need additional support before progressing to a mortgage broker.
Most customers will be supported directly by their broker.
Your role is to manage the experience around that journey, including answering program-related questions, supporting customers who require further engagement, following up incomplete journeys and ensuring customers are connected to the appropriate next step.
You'll work within clearly defined customer scripts, processes and escalation pathways, combining strong mortgage knowledge with a warm and natural customer experience.
Importantly, we want someone who can do more than simply follow a process.
You'll be close to customers every day and will play an active role in helping us understand what works, identify friction and shape customer journeys that deliver an exceptional experience while operating within the requirements of a regulated home lending environment.
Key Responsibilities
Handle inbound customer enquiries and provide clear,



accurate and helpful information about our programs
Engage customers who require additional support or qualification before progressing to a mortgage broker
Work through structured outbound callback and follow-up queues
Support customers who have started but not completed their journey and help them progress to the appropriate next step
Manage appointment coordination, rescheduling and other customer support requirements
Maintain accurate customer notes, outcomes and lead statuses within the CRM
Identify recurring customer questions, friction points and opportunities to improve the customer journey
Work with the broader Middle team to refine scripts, processes and customer engagement workflows
Support recurring operational activities including commission reconciliation and RCTI processing
Qualifications:
3+ years' professional experience, including demonstrated experience within mortgage broking, mortgage lending or mortgage operations
Strong understanding of the end-to-end home lending journey, mortgage terminology and common customer scenarios
Demonstrated experience supporting and engaging customers, ideally within a regulated lending or financial services environment
A warm, confident and skilled phone manner, with exceptional English communication skills and the ability to build rapport quickly
Ability to deliver a natural, customer-first experience while working within approved scripts, processes and escalation pathways
Strong judgement, including knowing when an enquiry should be escalated to a mortgage broker
Highly organised and comfortable managing outbound follow-up, customer pipelines, CRM records and a structured daily workflow
Comfortable learning and working across multiple technology platforms
Highly regarded
Experience as a broker associate, broker support specialist, loan processor, lending specialist or lending operations specialist
Experience within a mortgage brokerage, aggregator, bank or non-bank lender
Experience helping design or improve customer journeys, scripts or operational processes
Experience using HubSpot and/or Calendly
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📌 Customer Engagement & Operations Specialist (New South Wales)
🏢 MA Financial Group
📍 New South Wales