Customer Relationship Specialist

About the role

The Customer Relationship Specialist at Alaya supports clients after their home‑loan settlement, ensuring they receive timely assistance and guidance. You will act as the primary point of contact for post‑settlement queries, loan reviews, and retention initiatives, working closely with brokers, lenders, and internal teams.

Key responsibilities

• Build and maintain rapport with clients after loan settlement, serving as their trusted advisor.
• Provide post‑settlement support for loan queries, payment progress, fixed‑rate expiries, and feature changes.
• Monitor client loans, conduct semi‑annual reviews, negotiate interest rates, and identify refinancing or repeat‑business opportunities.
• Ensure proactive communication, responding to emails and client inquiries within expected timeframes.
• Identify lead generation opportunities, referrals, and product reviews while supporting brokers with relevant client information.
• Collaborate with team members, cross‑train as needed, and contribute to accurate, on‑time task completion.

Required profile

• Enjoys building strong client relationships and delivering professional, timely support.
• Demonstrates ownership, accuracy, and diligent follow‑up in all tasks.
• Thrives in a fast‑paced environment with attention to detail.

Required skills