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: Processing manager or lending operations leader]
- 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
Keep mortgage files moving by coordinating factual status requests and outstanding items between the brokerage, lender and clients.
Key responsibilities
- Monitor lender portals and record application status changes.
- Follow up on outstanding assessments, valuations and conditions.
- Relay factual lender requests to the broker and client service team.
- Escalate policy, pricing and approval questions to the responsible broker or lender contact.
- Separate a lender's factual request from a request needing a broker or credit decision.
- Record each follow-up outcome, promised action and next review date in the system of record.
Essential capabilities
- Experience with Australian lender workflows or broker support.
- Clear correspondence and reliable follow-up across multiple stakeholders.
- Strong record keeping and attention to deadlines.
Useful experience
Lender portals · Stakeholder coordination · Pipeline reporting · CRM updates. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Lender service teams, brokers and application processors. 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.
Learn lender contact routes, file identifiers and escalation standards.
Keep lender requests and responses current for the allocated pipeline.
Review repeated unresolved queries and improve the internal escalation handoff.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- A lender asks for a change to the proposed loan structure. How do you avoid treating it as an administrative update?
- 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
Classify fictional lender messages into factual follow-ups, missing documents and decision requests. Draft a response schedule with the appropriate owner for each.
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