About the Role
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
Requirements
About the Company