Australian Mortgage Support Specialist

Position Overview

We are seeking a skilled Mortgage Support Specialist-Australia to join our offshore BPO team supporting Australian mortgage brokers. This remote role requires minimum 2 years of Australian mortgage industry experience with focus on back-office administration and loan processing. The successful candidate will provide essential support services to streamline mortgage applications and enhance operational efficiency for our Australian clients.

Key Responsibilities

Document Management & Processing

• Organize and maintain comprehensive client files including loan applications, financial documents, and supporting paperwork

• Perform accurate data entry of borrower information into Australian loan origination systems (LOS) including ApplyOnline (AOL), BrokerEngine, and aggregator platforms

• Conduct thorough document verification including identity documents, income statements, and debt documentation

• Review loan applications for completeness and accuracy, ensuring all required documentation is present

• Prepare Missing Information Requests (MIR) and coordinate with clients to obtain outstanding documents

Administrative Support

• Manage email communications and respond to routine client inquiries under supervision

• Coordinate appointment scheduling and calendar management for mortgage brokers

• Maintain organized digital filing systems with proper naming conventions

• Generate comprehensive reports and provide regular status updates on loan applications

• Handle general clerical duties including phone support, message taking, and office administration

Client Communication Support

• Serve as primary contact for basic client inquiries and document collection

• Provide timely application status updates to clients regarding loan progress

• Assist with document collection using designated platforms and systems

• Support client onboarding processes by gathering initial financial information and documentation

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Essential Requirements

Education & Experience

• Bachelor's degree in Business, Finance, Accounting, Economics, or related field

• Minimum 2 years experience in Australian mortgage industry (brokers, lenders, aggregators, or financial services back-office)

• Demonstrated understanding of Australian mortgage market including loan types, lender requirements, and documentation standards

Technical Skills

• Proficient in Microsoft Office Suite (particularly Excel and Word)

• Strong data entry capabilities with exceptional accuracy and attention to detail

• Experience with Australian mortgage software including ApplyOnline (AOL), BrokerEngine, Mercury-Connective, or similar platforms

• Familiarity with cloud-based platforms such as Google Drive and document management systems

• PDF editing capabilities using Adobe Reader or equivalent software

• Experience with document collection platforms like FinanceVault, Ezidox, or FileInvite

Core Competencies

• Exceptional attention to detail for document review and verification

• Strong organizational skills to manage multiple files and tasks simultaneously

• Excellent English communication (written and verbal) for Australian client interaction

• Customer service orientation with professional and courteous approach

• Time management expertise to meet deadlines and manage workload effectively

• Understanding of Australian financial terminology and mortgage industry practices

Personal Attributes

• Highly reliable and trustworthy when handling sensitive financial information

• Professional work ethic with commitment to maintaining strict confidentiality

• Independent worker capable of maintaining quality standards with minimal supervision

• Adaptable and eager to learn new processes and systems

• Team collaborator effective in remote work environments

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Working Conditions

Work Environment

• Fully remote position with flexible working arrangements

• Business hours aligned with Australian Eastern Standard Time (AEST)

• Professional home office setup required with quiet environment and reliable internet

• Secure work environment compliant with data protection and privacy requirements

Technology Requirements

• High-speed internet connection (minimum 25 Mbps download/upload)

• Dedicated computer/laptop meeting specified minimum requirements

• Backup power supply and redundant internet connection

• Professional headset for client calls and team meetings

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Compensation & Benefits

Salary Package

• Competitive salary reflecting experience level and Australian market knowledge

• Regular performance-based reviews with salary adjustments

• Currency stability with payments in AUD or local currency equivalent

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Application Requirements

Submission Materials

• Updated resume/CV highlighting relevant Australian mortgage industry experience

• Detailed cover letter outlining specific experience with Australian mortgage market and systems

• Professional references from previous employers in Australian mortgage industry (minimum 2)

• Work portfolio demonstrating experience with Australian mortgage documentation and processing

Assessment Process

• Initial screening based on Australian mortgage industry experience and qualifications

• Technical skills assessment including Australian mortgage system knowledge and document processing

• English proficiency evaluation through comprehensive written and verbal communication tests

• Experience validation interview focusing on Australian mortgage market knowledge

• Background verification and reference checks with Australian industry contacts