CSE Officer

About the role

The CSE Officer handles enquiries, provides status updates and turnaround times to customers, brokers, mobile lenders, branches and solicitors regarding post‑assessment of mortgage applications. The role involves managing calls and emails, processing mortgage documentation, settlements, FHOG and purchase settlement bookings, and ensuring applications are ready for settlement.

Key responsibilities

• Apply best‑practice procedures when dealing with customer enquiries to promote first‑call resolution and reduce repeat calls.
• Deliver superior customer service within defined timeframes and answer all calls professionally.
• Gather necessary information to understand customer queries and recognise issues that require escalation.
• Research customer requests by collecting relevant data and investigating all available information sources.
• Meet or exceed quality‑assurance standards and maintain a first‑call resolution culture.
• Raise CMOS where applicable and identify improvements to best‑practice procedures.
• Stay informed about new products, policies, promotions and procedures.
• Participate actively in team goals and mentor new staff when needed.
• Follow security procedures and ensure compliance with policies, guidelines and legislation.

Required profile

• Knowledge of banking products and procedures.
• Strong customer‑centric ethic and ability to adapt to change.
• Effective oral and written communication skills.
• Collaboration and influencing abilities.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.

What we offer

• Flexible working options, including hybrid work where the role allows it.
• Access to health and wellbeing services.