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: Lending onboarding or servicing team 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
Set up newly settled home loans in lender servicing systems and help customers understand factual account setup and next steps.
Key responsibilities
- Check settled loan details against approved instructions before account setup.
- Maintain repayment, offset and customer contact records in approved systems.
- Send standard welcome and service information through approved channels.
- Resolve or escalate mismatches between settlement and servicing records.
- Reconcile the new account record with the approved loan and settlement information.
- Record onboarding exceptions and verify completion before transferring the account to servicing.
Essential capabilities
- Experience in mortgage operations, loan servicing or banking administration.
- Accuracy with account information and customer communications.
- Ability to follow identity, system access and correction procedures.
Useful experience
Loan servicing systems · Account setup · Reconciliations · Customer onboarding. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Settlement, customer support and account 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.
Learn onboarding checks and approved customer instructions.
Set up allocated accounts accurately with documented exception handling.
Review post-onboarding corrections and improve one setup or communication step.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- What would you check before confirming that a new account has been set up correctly?
- 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
Reconcile fictional settlement details with a new-account record. Identify setup discrepancies and draft a factual welcome checklist for review.
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