Mortgage Loan Servicing Assistant Manager

Experienced Mortgage loan administrator



Role Title: Loan Servicing Assistant Manager

Australian Mortgage Corporation Pty Ltd

Australia Mortgage Corporation Pty Ltd (hereafter AMC) is a mortgage brokerage mainly operating in Queensland, Australia, but with a significant number of clients based in Sydney, NSW and also South Australia.

We currently have a vacancy for a loan Servicing Assistant Manager to start soon.

This is initially a part-time position of about 15-20 hours per week.

Should you already have another job, we can continue with other employments, so long as your work with AMC is not Upgrade to see actual info is envisaged that this will evolve into a Full-time position within the next 6-12 months.

This is a management role. As such this requires someone who is experienced but has a superior level of acumen. We are seeking someone who is flexible, can run with things, ask questions and also show initiative at all times.


Role Summary:

AMC requires a loan Servicing Assistant Manager to assist with a newly implemented mortgage process. The ideal person will be someone very competent, to whom the brokers (Gordon Kelly, and others) can pass a case, and pick up the case when servicing and analysis of the potential case has been complete.
Your ultimate goal, like all employees, is to ensure the customers are kept happy and informed. This will be achieved when the customer feels that the application is moving along and progress is being made.

Your role would be to:
• Pick up a case at the initial phase, sometimes before support docs have been provided
• Talk with the broker to understand what the customers want
• Find a way to make it work, based on the broker’s lender suggestions and your own knowledge
• Make sure that the potential case will fit with the bank’s policies.
• Provide, where possible, 3 viable options for a broker to present to the client
• Prepare questions to ask for clients based on analysis of payslip and bank’s statements where ambiguity exists.
• Ensure the Credit Proposal and Broker notes for Apply Online are prepared/done and ready for submission – based on broker’s notes using Broker Flow system (proprietary workflow/compliance software)


Once a case is submitted, a loan Processor (other roles) will take over the case until settlement. However, it is expected that you, as an Assistant Manager, will be ready to re-work the case in the event of an application being declined.


The role itself is more senior than most loan admin roles and much of the basic work (emails, etc you would not have to do. You would have to do some bank statements and payslip analysis, but it would be limited. i.e. we need someone who can work smart, not hard.

You would have limited direct interaction with clients. Your job is to work with the broker and research solutions, present the broker with 2-3 viable lending options which can be turned into an application with minimal possible delay.

As cases can change between initial meetings and loan submission, it is fundamental that you are flexible in your approach and can change quickly with the potential changes in the loan structure. IF you get stressed because the “goal posts shift”, this is not likely the role for Upgrade to see actual info would be expected that you would be working closely with the broker/ brokers to establish a clear understanding of what the client and broker need, and by following a structured process, deliver a mortgage case to submission.

You would be working alongside (virtually) 2 other staff members (mortgage administrators) on each Upgrade to see actual info is expected that you would assist in managing cases and given your superior experience, be someone they would look up to.

On a typical case you would do the following:

• Initial case overview with Broker
• Check initial broker notes and ensure you understand the client objectives are clear
• Complete Lender Servicing Calculators
• Research 2-3 suitable lenders for each case (where possible).
• Download and analyse Equifax / Credit Report and ensure there is no undisclosed debt and that everything has been accounted for
• Check any red flags/issues with the proposed case and bring to the attention of the broker anything that may concern you about a case (this can be compliance-related or concerns about the viability of a case).
• Complete the Living Expenses Analysis Check Statements / Liabilities for misconduct – this can be done via excel and it is expected that you can do this regularly and proficiently
• Analyse payslips for potential fraud, YTD differences in pay or anything else that does not appear correct.
• Raise any concerns with the broker

• If a viable solution is found, liaise with broker and clients to ensure follow up meeting is booked with the broker to go through the final deal proposal and any outsizing questions or anomalies that need to be clarified with the client


• Run deals by lender BDMs for any policy/scenario queries not immediately known (Templates and automation of this is already sent up, so much of this part will be already done)

• Product Comparison Report Done
• AVM/Desktop Valuation
• Provide Broker with Pre-Research Summary.
• Produce credit Proposal (based on broker notes) and check for accuracy
• Liaise with other administrators to ensure docs to sign are sent out without delay.
• Check Apply Online for accuracy and oversee submission to the Upgrade to see actual info addition to the above tasks, it is expected that the loan Servicing Assistant Manager is responsible for the following activities:

• Proactively manage cases liaising with broker and alerting broker to potential issues downstream.
• Proactively communicating potential improvements in processes were observed.
• Reducing delays where possible and ensuring timely lodgement and processing of cases.
• Ad hoc support of loan processor and loan administrator when required.
• Assistance with recruitment and training of new staff.
• Proactively manage cases with broker to ensure potential issues and delays are minimised.
• Proactively raise issues and suggestions to broker to ensure process is working at maximum efficiency.
• Report wrong-doings and any breach of legal or ethical standards where evident.



Type of person:

The loan Servicing Assistant Manager will ideally be able to demonstrate the characteristics and abilities we are looking for. To AMC, a person character is far more important than their skills/experience. Skills can be learnt. Experience can always be gained, but a person’s character is unique. We are therefore keen to speak with people who can demonstrate the following characteristics.

(Please note that if you are called to interview, it is expected you will be questioned about examples in previous roles or in your life where you demonstrated at least some of these characteristics).


1. Flexibility –
a. client’s requirements/ preferences often change between submitting an application and drawdown of the loan. The case Manger must be flexible to deal with these changes and adapt.
b. Be able to handle potential conflicting information and differing priorities
c. Be able ot submit a deal even if all documentation is not complete. Some documents may follow later.

2. Proactive
a. The loan Servicing Assistant Manager must look to deal with issues themselves so as to minimise delays in the process where sing offs from brokers could be otherwise avoided.
b. Any changes in deal structures must be dealt with minimal delay
c. Feedback should be given by the loan Servicing Assistant Manager where things are not running at optimal capacity or if better solutions could be found.
d.

3. Customer focused attitude
a. Everything we do in AMC is for our customers. Our job is to reduce the hassle of them getting a mortgage as much as possible. Hence commutation must be kept brief but also personable, and avoid needless repeated requests for updated documentation.

4. Helpful and cooperative
a. The loan Servicing Assistant Manager must be able to demonstrate their ability to work with others in a professional and cooperative manner.
b. It is expected that the loan Servicing Assistant Manager will help others less experienced when possible. This also applies to educating brokers when relevant.
c. The loan Servicing Assistant Manager should show a willingness to learn.

5. Transparency
a. The loan Servicing Assistant Manager must be transparent and trustworthy in everything they do

6. Honest and pragmatic
a. The loan Servicing Assistant Manager must be willing to make mistakes and also admit where mistakes have been made. Making mistakes is the best way to learn. As long as the intention is right and no law has been broken, mistakes can almost always be fixed. This is the best way to learn.
b. It is almost always preferable that the something is done with the right intention, even if done wrongly, rather than doing nothing correctly.

7. Courage of conviction
a. It is vitally important that the loan Servicing Assistant Manager expresses their opinion on cases and stands up for what they believe to be correct.
b. If something is being done wrong, it is expected that the loan Servicing Assistant Manager would voice their concern.

8. Smart communications
a. The loan Servicing Assistant Manager must ensure that all communication to clients is measured and that the clients understand why subsequent documents are being requested
b. The loan Servicing Assistant Manager must ensure that all communication to clients is measured and that the clients understand why subsequent documents are being requested must be cognisant of potential worries and frustrations a client may experience and do their best to manage this.