Operations Manager/Head of Credit (AU Home Loan Mortgage Experience)

The role of Operations Manager/Head of Credit involves supporting the end-to-end management of mortgage applications while delivering an outstanding client experience. This hands-on position requires someone who thrives in a fast-paced environment, confidently manages a high volume of leads and loan applications, and enjoys building strong relationships with both clients and lenders. Over time, you'll take ownership of preparing loan quotes and play a key role in supporting business growth.

Key Responsibilities

• Manage incoming leads and maintain accurate records in Broker Engine.
• Request, collect, review, and organize supporting documents from clients.
• Conduct preliminary document checks to ensure loan applications are complete.
• Order and review credit checks and property valuations.
• Liaise with clients, lenders, and other stakeholders throughout the loan process.
• Prepare and email loan quotes to clients and coordinate follow-up activities.
• Progressively take ownership of preparing loan quotes independently.
• Assist with lead follow-up to maximize conversion opportunities.
• Maintain accurate CRM records and ensure all applications are tracked through to settlement.
• Provide exceptional customer service while managing multiple loan files simultaneously.
• Support the Director with administrative and operational tasks as required.

Requirements

• Minimum 5+ years of experience in Australian mortgage broking, loan processing, credit support, or client services.
• Experience using Broker Engine or a similar Australian mortgage CRM.
• Strong experience working with self-employed borrowers and Low Doc lending.
• Solid understanding of the Australian home loan process from application through settlement.
• Excellent written and verbal English communication skills.
• Strong attention to detail and exceptional organizational skills.
• Ability to manage a high volume of leads and competing priorities.
• Comfortable working independently in a remote environment.

Preferred Experience

• Experience preparing loan scenarios and lender quotes.
• Experience communicating directly with Australian clients and lenders.
• Exposure to credit assessment, servicing calculations, and lender policy interpretation.
• Strong CRM and mortgage software experience.

Ideal Candidate

The ideal candidate is proactive, personable, and genuinely enjoys speaking with clients. They are highly organized, thrive in a fast-paced environment, and can confidently manage multiple loan applications without sacrificing accuracy. We're looking for someone who wants to build a long-term career in the Australian mortgage industry, takes ownership of their work, and is happy to contribute wherever needed. A positive attitude, strong work ethic, and willingness to support the team at every level are just as important as technical skills.