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: Mortgage operations 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
Lead the processing queue, quality checks and team development so work reaches the right review point with complete inputs and visible exceptions.
Key responsibilities
- Allocate ready files according to complexity, skills and review capacity.
- Maintain processing standards and broker-to-processor handoff requirements.
- Review quality samples and coach staff on recurring preparation gaps.
- Monitor active work, blocked time and rework separately.
- Plan coverage and escalate capacity risks with evidence.
- Approve process changes through the relevant systems and decision owners.
Essential capabilities
- Mortgage processing experience and team coordination capability.
- Ability to plan work against both preparation and reviewer capacity.
- Clear quality feedback and coaching skills.
- Reliable exception reporting and documented change control.
Useful experience
Capacity forecasting · Quality sampling · Processing leadership. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Processors, brokers, credit and settlement leaders. 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.
Map queue stages, skills and review bottlenecks.
Establish allocation and quality-review routines with named owners.
Demonstrate a verified improvement in an agreed processing metric.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you allocate a week of work when preparation capacity is available but reviewer capacity is limited?
- 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
Use a fictional queue, effort estimates and roster to build a weekly plan. Separate ready and blocked work, protect review capacity and propose an escalation for the gap.
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