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Post Settlement Client Care Specialist
3 weeks ago
About the Role
We are seeking a Client Care Specialist to champion client satisfaction beyond transaction completion.
This is a relationship-focused role where your mission is to retain and nurture existing clients through exceptional service, thoughtful follow-up, and proactive solutions.
Your focus will be ensuring clients continue to feel supported, informed, and valued long after settlement - whether it's reviewing rates, guiding them through loan transitions, or helping with day-to-day queries.
You're not here to sell; you're here to serve - and that's exactly how we build loyalty and referrals.
Main Responsibilities (85% of the Role)
- Annual Client Reviews: Call existing clients to review their loan(s), request rate discounts from lenders, and ensure their setup still suits their needs.
- Fixed/Interest-Only Expiry Check-Ins: Contact clients approximately 90 days before their loan terms expire to guide them through next steps.
- General Post-Settlement Support: Assist with construction loan progress payments, offset account queries, interest calculation questions, and general support needs.
Success Indicators:
- Clients feel cared for and supported - so much so that they stay with us and refer others.
- You anticipate problems and solve them before the client even needs to ask.
- Our team and clients describe you as proactive, reliable, and a true embodiment of our values.
- Our CRM is clean, and your workflow is self-managed, with follow-ups done before you're asked.
The Ideal Candidate:
This is not a transactional role. It's about building trust, rapport, and genuine client loyalty.
You are:
- A people person on the phone – You know how to listen, connect, and communicate with warmth and clarity.
- Highly organized – You don't need reminders to follow up.
- A natural problem solver – You spot issues, find answers, and resolve problems without needing to escalate everything.
- Accountable – You respond to client emails and calls promptly, and you keep people in the loop even when there's no news.
- Team-oriented – You live our values, care about your colleagues, and represent our brand with pride.
Why Choose Us:
- Wellbeing First: 4 wellness days annually + your birthday off (after probation).
- Continuous Development: Annual team conference, ongoing training, and personal development plans.
- Career Progression: Clear pathways to move into Credit/Parabroker roles for those who show initiative and aptitude.
- Recognition: Open to performance bonuses and early reviews for high achievers.
- Supportive Culture: You'll be joining a team that genuinely cares about our clients and each other.
