Lending Operations Specialist

Job Description

POSITION PURPOSE The offshore Lending Operations Specialist is responsible for providing structured operational, administrative, and workflow support to the lending division to ensure lending applications progress efficiently from initial document collection through to lodgment and post-submission follow-up. The purpose of the role is to remove non-client-facing, time-consuming administrative tasks from senior brokers and lending staff, allowing them to focus on client advisory work, relationship management, business development, and strategic lending outcomes. This role is critical in improving workflow efficiency, compliance accuracy, client communication, turnaround times, and overall profitability within the lending division. The role is designed to create stronger workflow ownership across the full lending process and ensure that brokers are not delayed by preventable administrative bottlenecks. Key Responsibilities 1. Client Information Collection & Compliance Documentation Collect and manage all required client documentation for lending applications. Review documents received to ensure they are accurate, complete, current, and meet lender requirements. Identify missing, incomplete, incorrect, or outdated documentation prior to broker review. Follow up clients for outstanding compliance and supporting documents. Ensure clients provide the correct documents requested rather than incomplete or unsuitable alternatives. Escalate complex matters to brokers as required. 2. File Management, Labelling & Workflow Preparation Apply consistent file naming and document labelling standards across all lending files. Organise, itemise, and structure client files to support efficient broker review. Maintain workflow checklists to ensure required documentation and process steps are completed. Prepare files so brokers can review complete drafts of applications. Assist in reducing workflow bottlenecks between administration, broker review, and backend processing. 3. Property Valuations, Pricing & Deal Preparation Order property valuations as required. Monitor valuation progress and notify brokers once valuations are completed. Assist with pricing preparation for new lending deals. Support preparation of lending strategy game plans for new applications. Assist with pre-assessment preparation prior to formal submission. 4. Apply Online Lodgment & Submission Support Prepare complete lodgment packs for broker review. Upload supporting documentation into Apply Online. Ensure all required documentation is included prior to submission. Maintain accuracy and compliance throughout the application preparation process. Support final application preparation for successful lodgment. 5. Client Communication & Follow-Up Send templated emails and SMS communications throughout the lending process. Maintain regular client communication to keep clients informed of progress. Follow up outstanding information requests and unresolved documentation requirements. Send progress updates, process updates, and standard lending communications. Escalate sensitive or advisory matters to brokers where required. 6. Bank Follow-Up & SLA Monitoring Monitor lender progress following application submission. Follow up lenders regarding application status and turnaround times. Track Service Level Agreements (SLAs) across lenders. Confirm application receipt and progress updates with banks. Provide status updates back to brokers and clients where appropriate. 7. CRM Management & Workflow Progression Maintain CRM workflow progression across all active lending files. Update application stages, notes, and status movements accurately. Ensure workflow visibility across the lending team. Support process improvements that reduce repetitive manual handling and improve operational scalability. KEY OUTCOMES OF THE ROLE Success in this role means: Reduced broker time spent on non-client-facing administrative tasks. Increased capacity for client strategy and revenue-generating work. Faster and more accurate lending application processing. Improved compliance and reduced workflow delays. Stronger client communication and service delivery. Improved operational scalability and profitability. KEY SKILLS & EXPERIENCE Strong administrative and workflow management capability. High attention to detail and strong organisational skills. Experience in lending and mortgage broking processing is crucial. Strong understanding of compliance documentation requirements. Confidence in using CRM systems and lending software platforms. Experience using Apply Online or similar lending lodgment platforms preferred. Strong written communication skills. Ability to work independently and escalate appropriately when required. PERFORMANCE EXPECTATIONS Accuracy of client document collection and compliance preparation. Speed and efficiency of workflow progression. Quality and consistency of file preparation and labelling. Reduction in broker administration time. Timeliness of lodgment preparation and submission support. Effectiveness of lender follow-up and SLA management. Client communication consistency and service quality. Contribution to workflow efficiency and operational improvement. Pay: Php50,000.00 - Php80,000.00 per month Benefits Work from home Application Question(s): Do you have experience with lending and mortgage broking processing? Do you have experience using CRM systems and lending software platforms? Work Location: Remote