The job description
Replace the bracketed fields and keep the duties that match your actual workflow.
- Organisation
- [Organisation name]
- Location & work model
- [Location; onsite, hybrid or remote]
- Employment type & hours
- [Employment type, weekly hours and time-zone overlap]
- Remuneration
- [Confirmed pay range, currency, superannuation and any incentive terms]
- Reports to
- [Named manager; suggested position: Home lending or branch manager]
- Systems & access
- [Approved systems, records and access scope]
- Authority & supervision
- [Permitted tasks, decisions, reviewer and escalation route]
- Required qualifications
- [Employer-confirmed licences, registrations, training or accreditations]
About the organisation
[Describe the actual business, team and customers in two or three factual sentences.]
Role purpose
Support a lender's home loan customers from needs discovery through application and ongoing service within the employer's confirmed product scope and credit authority.
Key responsibilities
- Understand the customer's home lending needs and record relevant information.
- Explain the employer's approved product range and processes within assigned authority.
- Coordinate application evidence and refer credit decisions to their delegated owners.
- Maintain clear records of customer instructions, information and unresolved questions.
- Track application progress and communicate confirmed conditions and next steps.
- Coordinate ongoing service needs and refer specialist or complaint matters appropriately.
Essential capabilities
- Home lending or financial services customer relationship experience.
- Employer-confirmed training and authority for the lending activities assigned.
- Clear customer communication and careful evidence records.
- Ability to work across origination, credit and servicing teams.
Useful experience
Direct home lending · Customer discovery · Lender application systems. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Customers, credit assessors, lending support and servicing teams. Confirm the actual owners and handoff routes.
How to apply
[Application route, closing date, contact and any adjustment request process.]
We assess candidates against the role-relevant criteria and use a fictional work sample.
What good looks like.
Agree the pace, reviewer and measures with the person you hire.
Confirm product scope, appointment authority and customer handoff routes.
Manage allocated enquiries and applications with complete evidence and clear communication.
Review customer and file-quality feedback and improve one service handoff.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you respond when a customer requests a product or approval outside the scope you can confirm?
- Describe a relevant piece of work, the checks you used and what you did when the instructions or evidence were incomplete.
- How would you organise competing deadlines, record your decisions and escalate a risk to the next handoff?
A practical work sample
Review a fictional customer enquiry and supplied lender product information. Prepare discovery questions, missing-evidence requests and the credit-review handoff without promising approval.
Use fictional information and the same instructions for shortlisted applicants. Agree adjustments and timing beforehand. Score accuracy, reasoning, communication and appropriate escalation; this exercise should not produce live client work.
Before you post.
- Replace every bracketed field with the actual employer, working arrangement and pay terms.
- Choose the duties the role will really own; remove unrelated tasks and separate essential from trainable skills.
- Confirm the task authority, supervision, qualifications and access with the responsible employer or licensee.
- Check pay and conditions against the applicable employment requirements before advertising.
- Use the same role-relevant selection criteria and fictional work sample for shortlisted applicants; invite adjustment requests.
- Name the reviewer and agree realistic first-90-day outcomes before the person starts.
Credit authority and appointment
Confirm the actual activities and appointment arrangement with your licensee. ASIC explains that employee and contractor arrangements can differ; a job title does not settle the scope. ASIC guidance
Pay and advertised conditions
Use confirmed pay terms and check the applicable minimum entitlements before publishing the advertisement. Fair Work Ombudsman guidance
A clear hiring process
Confirm the employment arrangement, duties and working conditions as part of preparing the role. Fair Work Ombudsman guidance
Information and access
Agree how personal information will be handled and the records and systems the role may access. OAIC guidance