Mortgage Broker Assistant - 060

Position: MORTGAGE BROKER ASSISTANT

Salary range: up to 1,700 NZD/month (The final amount will be at the the client discretion basing on the candidate’s skills and experience.)

Working Hours: Mondays to Fridays 8am-4:30pm NZT (with some flexibility) / 3am to 11am Philippine Standard Time

Work set-up: 100% Remote work

Holidays: New Zealand Holidays

ABOUT THE COMPANY:
We are a mortgage broking practice helping clients in NZ and AU achieve their home loan goals with professional, compliant, and client-focused service.

ROLE SUMMARY:
Support mortgage operations with CRM management, document checks, refix/retention tasks, and client liaison—ideal for a detail-oriented, proactive candidate with mortgage or banking admin experience.

RESPONSIBILITIES

1. Refix & Retention Administration

• Monitor upcoming refix/rollover dates in Trail CRM.
• Run refix reports and prepare client lists on a set cadence (e.g., daily/weekly).
• Send refix communication templates to clients (email/SMS as agreed with management).
• Follow up with clients who have not responded and update Trail accordingly.
• Prepare refix instructions/summary for review where required.

2. Compliance & CRM Management (Trail)

• Manage the full 6‑step client engagement/compliance workflow in Trail.
• Ensure all advice, documents, and client communications are correctly uploaded and tagged.
• Complete post‑settlement compliance steps so files are “audit ready.”
• Maintain accurate and up‑to‑date client records, notes, and status fields.

3. Document Collection & Quality Checks

• Send tailored document checklists to new and existing clients.
• Track document receipt and follow up with clients for missing or outdated items.
• Check documents for completeness, consistency, and basic validity (e.g., ID, income docs, bank statements).
• Flag any issues or discrepancies to management promptly.

4. Application Preparation Support (Current or Future Scope)

• Pre-fill and draft loan applications in Trail/aggregator systems for review.
• Enter key client data accurately into application templates.
• Prepare supporting document packs in lender-ready format.

5. Handover/Settlement

• Prepare Mortgage Recommendation/Compliance documents for client review and signing.
• Prepare and submit bank Handover/Settlement documents for upcoming settlements.
• Ensure clients and banks are prepared for settlement.

6. Bank / BDM / Third‑Party Liaison (As Approved)

• Submit standard follow-ups to banks/BDMs on application progress.
• Track lender SLAs, conditions, and outstanding items, and update management.
• Book valuations or other third-party services where appropriate.

7. General Admin & Business Support

• Maintain basic pipeline/settlement tracking reports.
• Assist with simple database clean-up and re-engagement tasks (e.g., following up old quotes or inactive leads using templates).
• Prepare simple email templates and client communication drafts for approval.
• Follow up with clients post-settlement for check-ins and Google Reviews.

Requirements:
Required Skills & Experience:

• Mortgage broking / banking admin experience (NZ or AU) – ideally 1–2+ years supporting mortgage brokers or similar.
• CRM experience – Trail experience strongly preferred; other broker CRM experience (e.g., Salestrekker, MyCRM, Mercury, etc.) acceptable with willingness to learn Trail quickly.
• Strong understanding of the end-to-end home loan process (from initial enquiry through to post-settlement and refixes).
• Demonstrated experience with:
• Document collection and verification
• Basic servicing and policy concepts (even at a support level)
• Working with aggregators and lender portals

Soft Skills & Working Style

• Detail-oriented and process-driven; comfortable following checklists and SOPs.
• Proactive in following up tasks, refixes, and outstanding documents without constant prompting.
• Strong written and spoken English; confident communicating with clients and lenders (within agreed boundaries).
• Comfortable working remotely and collaborating via email, chat, and video.
• Able to take feedback, document new processes, and gradually take on more responsibility.
• Reliable, discreet, and respectful of confidentiality and compliance obligations.

Technical Requirements

• Reliable computer and high-speed internet connection suitable for video calls.
• Ability to work within NZ business hours for at least part of the day.
• Comfortable using:
• Trail CRM (or willingness/aptitude to learn quickly)
• Email & calendar tools
• Cloud storage (e.g., Google Drive, OneDrive)
• Basic spreadsheets (Google Sheets/Excel)

Nice-to-Have

• Prior experience with Kiwi Adviser Network (KAN) / NZ aggregators.
• Experience writing or drafting mortgage applications in NZ or AU.
• Experience handling refix/retention programs at scale.