Senior Loan Processing Specialist - Australian Mortgage

Job Description

Company Description Best Role specializes in connecting skilled professionals with opportunities that align with their abilities and career aspirations. The organization focuses on simplifying the hiring process for businesses while supporting job seekers in finding roles that fit their skills and passions. Partnering with companies across diverse industries, Best Role is dedicated to matching the right candidates with the right positions. The team aims to make recruitment and job search seamless, efficient, and rewarding for all parties involved.

Client Communication and Relationship Management

• Serve as the primary contact for clients throughout the loan application and settlement process via phone and email.
• Respond to client enquiries, emails, and phone calls in a timely and professional manner.
• Monitor voicemail messages and shared inboxes regularly to ensure all communications and requests are actioned promptly.
• Maintain clear and professional communication with clients, including managing sensitive or challenging conversations effectively.

Loan File Review and Quality Assurance

• Conduct a thorough review of loan files prepared by the Analyst to identify discrepancies, omissions, or potential issues prior to submission.
• Verify that all information and supporting documentation are accurate, complete, and consistent with lender requirements.
• Identify and resolve issues early to minimise delays during the assessment process.

Loan Application Submission

• Cross-check loan package information against the data entered into the Apply Online system to ensure accuracy and consistency.
• Correct any discrepancies or inaccurate information identified within the application prior to submission.
• Complete and submit loan applications within required service level agreements and internal timeframes.
• Monitor submitted applications and follow up where necessary to maintain progress.

Document and File Management

• Review supporting documentation used in the preparation of loan applications to ensure it meets lender requirements and relevant checklists.
• Verify documents such as payslips, bank statements, savings evidence, liability statements, and other supporting information for accuracy and completeness.
• Ensure sensitive information, including Tax File Numbers (TFNs), is appropriately redacted before documents are submitted to lenders.
• Maintain accurate and well-organised loan files throughout the application process.

Compliance and Regulatory Requirements

• Review customer-signed documentation to ensure all required information, signatures, and declarations comply with regulatory and lender requirements.
• Identify and address compliance issues before documents are submitted.
• Ensure confidential and sensitive information is appropriately protected and redacted in accordance with company and regulatory requirements.

Management of Missing Information Requests

• Review Missing Information Requests (MIRs) received from lenders and assess whether the requested information is applicable to the loan application.
• Prioritise the review of MIRs before requesting additional documentation from clients to avoid unnecessary requests.
• Clearly communicate applicable information requirements to clients and coordinate the timely collection and submission of outstanding documents.
• Liaise with assessors where clarification is required regarding requested information.

Task, Deadline and SLA Management

• Monitor and manage daily tasks, emails, and follow-ups to ensure urgent matters are prioritised appropriately.
• Maintain awareness of finance clause deadlines, settlement dates, lender turnaround times, and internal service level agreements.
• Proactively follow up with clients, lenders, and other relevant parties to prevent avoidable delays.
• Ensure all critical milestones are monitored and actioned within the required timeframe.

Customer Service and Client Support

• Deliver a high standard of customer service throughout the loan process.
• Provide clients with accurate information, regular progress updates, and clear explanations of upcoming steps and requirements.
• Respond professionally to client concerns and complaints and work towards appropriate and timely resolutions.
• Ensure clients understand the status of their application and any actions required from them.

CRM and Communication Records

• Accurately record all significant client communications, including phone calls, emails, requests, and updates, within the CRM system.
• Maintain comprehensive file notes to support internal compliance, transparency, and effective handover between team members.
• Ensure the CRM reflects the current status and progress of each loan file.

Stakeholder and Lender Liaison

• Act as the central point of coordination between clients, lenders, assessors, solicitors, buyers' advocates, and other relevant stakeholders.
• Contact lenders and assessors to obtain application updates, clarify requirements, and resolve outstanding issues.
• Liaise with solicitors regarding settlement arrangements and coordinate with buyers' advocates or other parties when required.
• Maintain effective communication between all parties to facilitate the smooth progression of each application.

Settlement Coordination

• Take primary responsibility for coordinating settlement arrangements and ensuring settlement occurs within the contractual or agreed timeframe.
• Communicate with the lender, client’s solicitor, and other relevant parties to confirm settlement requirements and availability.
• Coordinate settlement dates and proactively follow up with all parties to ensure outstanding requirements are completed.
• Monitor the file through to settlement and address any issues that may impact the agreed settlement date.