Elite Business Staffing

BPO / Call Center / ITES

Mortgage Operations and Sales Specialist

Views: 120|Published on: Dec 10, 2025

Sales / Public Relations

Mid Level

Full Time

Vacancy: 1

Kathmandu|

Experience: More than 3 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

Elite Business Staffing is hiring a Mortgage Operations and Sales Specialist to drive both the front-end sales funnel and back-end loan processing for our Australian brokerage partner. This hybrid role is ideal for someone who can qualify, convert, and onboard home loan clients, while ensuring accurate, compliant processing from submission to settlement.

You will handle lead intake, client screening, lender fit assessment, and then own the file through processing, working closely with brokers, lenders, and clients. High performers will have a clear pathway to lead the entire Loan Team.

Key Responsibilities:

1) Client Engagement & Lead Management:

Respond immediately to new leads via phone/email and manage incoming calls.
Handle live chat enquiries ensuring fast, accurate and friendly support.
Build trust and loyalty through proactive, clear communication and expectation setting.
Qualify prospects and book broker appointments for eligible clients.

2) Client Screening & Home Loan Qualification

Assess deposit, income, liabilities, and credit history to determine borrowing capacity.
Calculate required deposit & serviceability for home loan eligibility.
Prepare guidance & next steps for clients who are not yet qualified (e.g., savings plan, debt reduction, improving credit).
Stay current on Australian lending policies, lender requirements, market changes, and Australian Government/regulatory updates.

3) Loan Processing & End-to-End File Ownership

Accurately input and validate application data in lender portals/CRMs for smooth processing.
Manage the application lifecycle: submission → conditional approval → valuation → formal approval → settlement.
Track and chase supporting documentation (IDs, payslips, bank statements, liabilities, etc.).
Provide timely status updates to clients, brokers, and referrers.
Troubleshoot complex scenarios (multiple incomes, self-employed, HEM, LVR caps, credit file issues, security property nuances).

4) Relationship & Stakeholder Management

Maintain strong relationships with clients, brokers, lenders, referrers, and other business agents.
Coordinate efficiently with valuers, conveyancers/solicitors, and lender support teams.
Protect the client experience through clear, consistent, and empathetic communication.

5) CRM & Record Hygiene

Keep detailed, timely notes in the CRM and internal trackers.
Maintain clean data, accurate statuses, and audit-ready records.
Close inactive opportunities appropriately and nurture the not-yet-qualified segment.

6) Compliance & Risk (Australia)

Work closely with finance brokers to ensure adherence to Australian regulatory standards, including responsible lending principles, broker Best Interests Duty, and privacy/data protection.
Follow internal checklists and compliance workflows to mitigate errors and rework.

7) Leadership Pathway & Team Enablement

Demonstrate autonomy, ownership, and consistent on-time delivery.
Contribute to process improvements and playbook development.
Upon meeting performance thresholds, mentor new team members and step into a Loan Team Lead role.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 3 years

Other Specification

Bachelor’s or equivalent in Finance, Accounting, Business, or related field.
Minimum 3-4 years in Sales, Customer Service, Finance, or similar client-facing role.
Excellent English communication (verbal & written).
Strong analytical ability for lending criteria, borrowing capacity, and documentation reviews.
Time management and ability to juggle multiple files/leads under tight deadlines.
Tech-savvy: Proficiency in Microsoft Office (Excel, Word) and CRM usage.
Attention to detail with zero tolerance for data errors.

Preferred

Experience in loan processing/credit analysis within mortgage broking or financial services.
Familiarity with Loan Market ecosystem (e.g., CRM and lender portals) or similar aggregator/broker platforms.
Prior customer service experience in a high-volume, fast-paced setting.
Understanding of Australian lending regulations and compliance expectations.

Mindset & Behaviours

Ownership and initiative: works autonomously, escalates early, solves problems.
Proactive & responsive, with client-first thinking.
Team player: collaborates, shares knowledge, supports brokers and peers.
Eager to learn with a growth mindset.

Skills Required

Required skills for this job

Communication

Time Management

Customer Service

Attention to Detail

MS Office Suite

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

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Apply Before: Dec 25, 2025

About the organization

Elite Business Staffing

BPO / Call Center / ITES

2nd Floor, Thapathali Complex, Thapathali Chowk, Kathmandu

Elite Business Staffing is an ISO-certified outsourcing staffing company, proudly based in Australia with operations in Nepal. Specializing in offshore staffing solutions, we primarily serve mortgage brokers but also extend to other industries, offering services in Digital Marketing, Website Development, and Search Engine Optimization (SEO).

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