Arlene

• Receive leads from brokers via email or WhatsApp

• Send emails to clients requesting supporting documents based on loan type

• Send Broker Consent form and Middle Journey link for online fact find

• Review interview sheets to determine loan type needed, compute client base income and overtime, complete servicing calculators

• Review bank statements for living expenses and responsible lending, review credit reports for undisclosed liabilities

• Collect additional documents needed for submission, complete Diary Notes, prepare loan submission files

• Submit applications in Infinity, coordinate with customers and lenders for additional documents

• Handle conditional and unconditional approvals, complete Broker handover forms and Statement of Advice

• Receive leads from brokers via email or task in MyCRM/Broker Engine

• Send Online Fact Find (OFF), Credit Guide and Privacy Consent, requesting minimum documents through File Invite or Broker Engine

• Create client files in Google Drive, download and rename documents based on broker naming convention, data entry in MyCRM or Flex

• Order and analyze credit reports, check for discrepancies and undisclosed liabilities

• Conduct initial review of documents, calculate income (PAYG and Self-Employed), review living expenses, complete loan serviceability calculators using QUICKLI

• Conduct lender research, complete loan serviceability calculators using lender servicing calculator, lender policy review

• Send lender recommendations to clients, prepare deals, check existing documents based on lender minimum document checklist

• Complete AOL/Simpology data entry, send Game Plan/Credit Proposal to clients, send Lender Application via AOL/DocuSign/Adobe Sign

• Monitor loan applications and address MIRs until Unconditional Approval is achieved

• Download Loan Offer from lender portal, review documents for accuracy, check settlement booking availability

• Assist prospective customers for tailored fit MoneyMe products based on their scenario

• Data entry and customer CRM update in Citrix

• Assist callers in over the phone loan application for new loans or top up

• Send links for bank statement submission through illion

• Complete Underwriter follow up calls, discuss pending docs and follow up calls to complete loan applications

• Assist with current account inquiries over the phone, answering emails, and live chat

• Collect over the phone payments, set up payment arrangements, send statements of account

• Application leads for new loans or refinance loans

• Request for Credit Guide, order customer credit reports

• Request for application documents using application vault and email

• Create new applications using Flex and Mercury

• Order property valuations, income calculations and checking serviceability

• Request for comparative pricing, AOL submission

• Process activation of loan accounts, including setting up direct debits for payments

• Handle and process general servicing and loan variation queries/requests via phone, email or paper

• End to end process of loan variation, provide regular feedback and suggestions to manager

• Maintain call center database, wallboard report management, task allocation

• Handle level 1 complaints via phone call or emails, end to end manual funds redraw requests

• Inbound calls for payment and payment arrangements

• Outbound calls to collect accounts in arrears, take payments and create payment arrangements

• Access customers for hardship and refer them to the Hardship team

• Monitor accounts for possible disconnection due to broken payment arrangements

• Inbound calls for payment and payment arrangements

• Outbound calls to collect accounts in arrears, take payments and create payment arrangements

• Access customers for hardship and refer them to the Hardship team

• Monitor accounts for payment arrangement follow-ups

• Send demand letters for delinquent accounts, request disconnection for broken arrangements, request reconnection for clearing or payment of arrears amount