Customer Engagement & Operations Specialist

About MA Financial Group: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 2025).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 roleWe'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 ResponsibilitiesHandle inbound customer enquiries and provide clear, accurate and helpful information about our programsEngage customers who require additional support or qualification before progressing to a mortgage brokerWork through structured outbound callback and follow-up queuesSupport customers who have started but not completed their journey and help them progress to the appropriate next stepManage appointment coordination, rescheduling and other customer support requirementsMaintain accurate customer notes, outcomes and lead statuses within the CRMIdentify recurring customer questions, friction points and opportunities to improve the customer journeyWork with the broader Middle team to refine scripts, processes and customer engagement workflowsSupport recurring operational activities including commission reconciliation and RCTI processingQualifications:3+ years' professional experience, including demonstrated experience within mortgage broking, mortgage lending or mortgage operationsStrong understanding of the end-to-end home lending journey, mortgage terminology and common customer scenariosDemonstrated experience supporting and engaging customers, ideally within a regulated lending or financial services environmentA warm, confident and professional phone manner, with exceptional English communication skills and the ability to build rapport quicklyAbility to deliver a natural, customer-first experience while working within approved scripts, processes and escalation pathwaysStrong judgement, including knowing when an enquiry should be escalated to a mortgage brokerHighly organised and comfortable managing outbound follow-up, customer pipelines, CRM records and a structured daily workflowComfortable learning and working across multiple technology platformsHighly regardedExperience as a broker associate, broker support specialist, loan processor, lending specialist or lending operations specialistExperience within a mortgage brokerage, aggregator, bank or non-bank lenderExperience helping design or improve customer journeys, scripts or operational processesExperience using HubSpot and/or Calendly