Loan Servicing Officer  

• To ensure all Homestar construction loans are processed from approval through to settlement and progress payments through to completion.
• Liaise with builders and process Registration of Interest requests.
• To assist customers throughout the settlement and construction process.
• Assist with front end process follow ups when required by the business.

Responsibilities and Tasks:

• Maintaining your pipeline in Salesforce to ensure you are completing tasks within the required SLA
• Liaising wth customers to guide them through the settlement process.
• Following up customers to ensure they send all required documentation back to our panel solicitors (Gadens) in a timely manner.
• Processing all construction progress payment claims for all construction loans to ensure a smooth and consistent process for all customers throughout the construction process.
• Ensuring the service and quality objectives are being attained and maintained on a consistent basis
• Ensuring KPIs are adhered to
• Ensuring that processes and instructions are being followed and systems are in place for monitoring.
• Responding to queries being sent through emails/fax as well as actioning and processing tasks and requests
• Regularly liasing with the Loan Specialist and Loan Specialist Support teams (both in Sydney and Manila) regarding issues/progress
• Escalating specific matters, queries and concerns to the appropriate department including loan documentation and construction matters for clarification
• Immediately notifying Loan Specialist of any documentation discrepancies. Loan Specialist will determine necessary resolution
• Processing loans to meet contract deadlines and settlement date deadlines
• Providing updates to customer and team members
• Assist other loan specialist support team members as needed
• Maintaining a focus on enhancing customer service skills and knowledge
• Taking inbound calls (overflows) and messages for other Loan Specialist Support team members (when required)
• Actioning other tasks or duties due to business exigencies or as deemed necessary by Management to achieve business goals

• With Australian mortgage experience is an advantage
• Has experience working in a Construction team or mortgage settlement-related role for at least a year
• Has exposure in processing mortgage loan settlements which includes checking and verifying information/documents received if they are sufficient
• Experienced in providing feedback and conducting necessary coaching if needed
• Confident and articulate, able to engage in conversations and building relationships with internal and external customers at the highest level
• Time management and multi-tasking skills, able to work under pressure; ability to work in a fast-paced environment
• Good attention to detail
• Excellent analytical skill; ability to provide insight based on analysis
• Strong communication (verbal and written) and presentation skills
• Has a positive attitude, goal-oriented and self-motivated
• Excellent work ethic
• Strong understanding of the importance of quality
• Strong PC skills
• Ability to work on deadlines and independently with less supervision
• Ability to follow and understand instructions and procedures