Mortgage Loan Processor

The company is a premier New Zealand mortgage advisory firm dedicated to guiding first-home buyers, existing homeowners, and property investors through customized lending, refinancing, restructuring, and property-finance solutions. Operating across the end-to-end mortgage lifecycle—from initial inquiry and application preparation to approval, settlement, refixing, and ongoing lending reviews—the company delivers exceptional service and trusted expertise to clients across the region.

The Role

We are seeking a high-caliber Mortgage Loan Processor to provide comprehensive, end-to-end operational and administrative support to our Company Director and Mortgage Advisers. In this high-impact role, you will take ownership of client file management, verify application documentation, maintain MYCRM and NZFSG systems, and coordinate directly with lenders, conveyancers, and clients.

Your core objective is to drive pipeline efficiency, accelerate application turnaround times, eliminate administrative bottlenecks for advisers, and maintain an exceptional, high-touch experience for our clients.

Key Responsibilities

Loan Processing & Application Preparation

• Conduct rigorous pre-submission audits on home loan applications, verify completeness against strict checklists, and validate supporting documentation (ID, income, bank statements, liabilities, assets, property data).
• Proactively identify missing or inconsistent data, initiate corrections, and follow up directly with clients to request outstanding verification items.
• Prepare, organize, and assemble submission-ready loan packages for new home loans, refinancing, restructuring, top-ups, and refixes.
• Ensure all application packages and client files adhere to strict internal quality standards and compliance protocols; escalate complex or non-standard matters to advisers promptly.

Client Experience & Communications

• Act as a key client point of contact throughout the lending journey, providing transparent progress updates and explaining requirements via phone and email.
• Manage post-settlement relationship touchpoints, including executing client review schedules, refix-review reminders, birthday communications, and Google review requests.

File, CRM & Document Management

• Manage electronic client files in strict compliance with standardized file naming, folder hierarchy, and version-control protocols.
• Maintain real-time, comprehensive records, file notes, and activity logs across MYCRM and NZFSG platforms.
• Routinely audit pipeline files to ensure zero missed deadlines, outstanding conditions, or untracked compliance requirements.
• Safeguard sensitive personal and financial data in alignment with strict privacy and security standards.

Stakeholder Coordination & Adviser Support

• Interface directly with lenders, banks, conveyancers, solicitors, real estate agents, and valuers to track progress, resolve conditions, order property valuations, and manage pricing/discharge requests.
• Support advisers with comparative lending option summaries, strategy preparation, and client meeting documentation.
• Oversee executive administrative functions for the Company Director, including inbox management, calendar/appointment scheduling, and client contact database maintenance in Microsoft Outlook.
• Collaborate on continuous improvement initiatives to refine checklists, standard operating procedures, and administrative workflows.

Requirements

• Industry Experience: Demonstrated background in New Zealand mortgage administration, loan processing, broker support, or banking/financial services administration.
• Systems Proficiency: Proven, hands-on experience utilizing MYCRM and NZFSG platforms is strictly required.
• Technical Knowledge: Deep working knowledge of the New Zealand residential home-loan application lifecycle and document verification standards.
• Communication & Precision: Superior written and verbal English communication skills with a professional telephone manner and uncompromised numerical accuracy and attention to detail.
• Operational Readiness: Reliable high-speed internet connection, a dedicated quiet home-office setup, and availability to work aligned with New Zealand business hours.

Preferred

• Current or recent experience processing New Zealand residential lending applications within a mortgage brokerage setting.
• Advanced familiarity with lender submission portals, valuation ordering systems, pricing requests, settlements, and discharge workflows.
• Demonstrated experience handling complex file structures including refinancing, loan restructuring, top-ups, and refixes.
• Prior experience managing director-level calendar management, client review schedules, and proactive refix retention campaigns.
• Formal qualifications in Financial Services, Business Administration, or related disciplines.

What You’ll Bring

• Process Mastery: A methodical, detail-oriented mindset capable of detecting missing details, calculating liabilities accurately, and spotting compliance red flags before submission.
• Multitasking & Ownership: Outstanding time management skills with the agility to balance multiple application pipelines, strict settlement deadlines, and reactive inquiries without sacrificing accuracy.
• Proactive Problem Solving: A self-starter attitude with the initiative to resolve roadblocks independently while knowing precisely when to escalate complex issues.
• Client-First Work Ethic: Empathy, patience, and professional composure when guiding clients through financial documentation requests.
• Systems Adaptability: Comfort leveraging cloud-based platforms (Microsoft 365/Google Workspace, CRM software, workflow trackers) to streamline daily output and build scalable administrative tools.