Settlement Support Coordinator

InvestorKit is a premier buyers agency in Australia, renowned for its data-driven approach and high-performance culture. We specialise in helping clients achieve their financial goals through strategic property investments backed by research and insights. Our team is dedicated to delivering exceptional results and exceeding client expectations by leveraging cutting-edge technology, streamlined processes, and a relentless commitment to service excellence.

Role Summary

As a Settlement Support Coordinator at InvestorKit, you play a critical role in delivering an exceptional client experience from the moment a property goes unconditional to the successful completion of settlement. You are the primary point of contact during this phase, ensuring every milestone is executed with precision, proactivity, and care.

You are responsible for coordinating all aspects of the settlement journey, including liaising with internal teams and external stakeholders such as brokers, solicitors, property managers, and inspectors. You ensure contracts, finance, inspections, insurance, and rental campaigns are progressed on time, documented accurately, and communicated clearly.

Your role allows our Senior Property Acquisitions Analysts (SPAAs) to focus on sourcing and securing properties, while you take ownership of the post-purchase experience. Your dedication, systems discipline, and communication skills directly impact our reputation and the long-term satisfaction of our clients.

Key Responsibilities

- Manage all milestones from exchange to post settlement, ensuring seamless handovers and client experience.
- Coordinate key stakeholder communications, including brokers, legal teams, property managers, quantity surveyors, and inspectors.
- Support clients with contracts, deposits, insurance, and property-related tasks in a timely and proactive manner.
- Organise and review building & pest inspections, walkthroughs, and post-exchange tasks.
- Liaise with SPAAs to ensure all works and repairs are negotiated, executed, and signed off.
- Ensure rental campaigns are launched and monitored for successful handover post-settlement.
- Maintain 100% accuracy in CRM systems and Attio task management.
- Provide client communication that is clear, timely, and anticipates the next steps at all times.
- Escalate and resolve issues swiftly, ensuring no preventable delays impact settlement timelines.
- Actively apply feedback and coaching, and pursue self-development to continually elevate the standard of your performance.
- Represent InvestorKit with professionalism, enthusiasm, and humility in all interactions.

Contributing to Our Purpose

As a member of the InvestorKit team, you are expected to make decisions and take action in alignment with our Vision; 'to become the most trusted, data-driven buyers agency for successful business owners and professionals', and our Mission, which is; 'To improve our clients' lives by helping them invest with confidence, outperform the market, and build high-performing property portfolios.'

Key Performance Indicators

The following Key Performance Indicators apply to your role for the 2025 financial year. These KPIS are reviewed regularly and may be adjusted at the discretion of senior leadership to reflect changes in business needs, performance, market conditions, or divisional capacity.

Quantitative Performance Framework

These KPIs provide a clear and objective framework for performance measurement. They are designed to assess delivery on revenue targets, key behaviours, process compliance, and client experience outcomes.

KPI Area

Metric

Target

On-Time Settlements

% of settlements occur on time, with no preventable delays

Meets or exceeds the monthly individual settled target set in collaboration with SLT, to a satisfactory level at leaders discretion

NPS Score

Average monthly Net Promoter Score

80+

Client Review Conversion

Percentage of clients leaving a Google Review post-purchase

Meets or exceeds the monthly individual 5-star review on Google target

as set by SLT.

Communication Standards

Responsiveness, over promise – under deliver, clarity in next steps, and agent/client interactions

100% within same-day response standard or next day if out of office hours, meets our minimum standard for communication

Collaboration with Property Analyst & strategist

Quality of client service, communication and responsiveness to Acquisitions division

100% within same-day response standard or next day if out of office hours, meets our minimum standard for communication

Milestone Timeliness

% of settlement milestones completed before deadline

100% completed to a high standard

CRM Integrity and Accuracy

Task management, settlement process adherence and data accuracy in relevant platforms

100% accuracy, updates within 24 hrs

As a member of our team at InvestorKit we expect you to work towards our vision of becoming Australia's leading buyers agency, making decisions and taking actions that directly align with our mission to positively impact our clients lives by providing an industry leading client experience that helps them realise their aspirations through property.

We work to outcomes at InvestorKit, focusing on achieving tasks and delivering projects that improve the way we work, the lives of our staff and the financial outcomes of business. We believe that accountability, humility, openness and honesty are fundamental values and behaviours that create success, and we expect our people to have a growth mindset and the ambition to not only be the best version of themselves, but the desire to bring that out of others.

Across your time at InvestorKit you will have moments that will test you, but if you can embrace all of the above then we can guarantee that those moments will lead you to your greatest successes.

Let's lead the way together and build something truly special.

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