The Business Support Officer is responsible for providing flexible and wide-ranging administrative functions across the business including all distribution channels such as white label partners, branches and brokers. The role provides exceptional customer service support, and ultimately will enhance the customer experience, through timely and responsive daily operational activities, administration, service delivery and process compliance.The role of Business Support is critical to the company’s ongoing success and commitment to operational efficiency and customer satisfaction. It is anticipated that this role will extend over time through business growth, change and technology advancements.

Some of the exciting stuff you’ll be involved in:

• Action business support inbox items such as but not limited to, updating resubmission status, inputting LMI and funder feedback, and allocation of Sales Support tasks to the relevant inbox, within agreed timeframes.
• Conduct Credit Quality Assurance checklist for all internal Mortgage House deals to ensure all necessary supporting documents are available for assessment.
• Complete a Full Quality Assurance checklist for all submissions received from Mortgage House branches and brokers for both Mortgage House and ABL deals.
• Complete data entry for direct submissions, including upload of supporting documents, resubmissions
• Order property valuations from Valex after confirmation that valuation fees have been collected as per lender requirements
• Enter customer information and supporting documentation into e-mms (electronic mortgage management system)
• Collate, categorise and image recorded items
• Order and/or follow up valuation requests as needed.
• Collect necessary supporting documentation, application and paperwork and follow up regularly to ensure error free submissions to Credit collaborating with the required parties as needed in order to keep the application moving.
• Develop collaborative and trusted working relationships and networks (with customers, peers, colleagues & relevant stakeholders) to obtain co-operation.
• Actively respond to all enquiries within agreed timeframes .
• Monitor customer feedback and satisfaction and resolve / escalate issues in a timely manner.
• Collect necessary supporting documentation, application and paperwork to ensure error free submissions to Credit.
• Ensure all relevant databases (e.g. e-mms) are maintained with current real time information.
• Ensure integrity of data entered into and retrieved from the database/s is correct and maintained in a timely manner.
• Assist Customer Solutions, Constructions, Variations and Settlements teams when required.
• Provide proactive and real time purposeful feedback to Team Leader with regard to satisfaction of SLA’s and in support of continuous improvement of customer service and process efficiency.

The Benefits of Joining us!

• Get to work with one of our top outsourcing partners
• Competitive remuneration provided which is negotiable based on skills and suitability
• A secure long-term role
• Paid annual leave and sick leave
• Paid maternal and parental leaves 
• A 5-day work week except for 1 Sunday of the month 
• An environment that values continuous learning and development
• Office-sponsored daily breakfasts and other benefits
• Recreation room to unwind and chill! 
• Parties and events – we want you to have some fun at work!
• Accident and health insurance for you and your two family members (plus COVID - 19 Insurance)
  
• Office sponsored 'Employee Assistance Program' 
• An environment that values continuous learning and development

Work Hours: 6:00 am to 2:00 pm, non-negotiable (including 1-hour lunch break)

The detailed Position description will be discussed during the face-to-face interview. 

Applying Procedure:

Sounds like an opportunity for you? Send us your resume and cover letter to [email protected] with the subject line "Career: Business Support Officer ", addressing all the essential requirements. 

Visit hlenepal.com.np and homeloanexperts.com.au to know more about us!

Due to the high volume of applications received, we regret that only short-listed candidates will be contacted. Also note that we are working from home currently due to the Covid-19 lockdown, and will continue to do so in the coming months. 

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