Lending Operations Specialist

Job description

Mission: Customer-centricity is core to Skip’s values and mission, and at no other point during the home loan journey is it more critical than at settlement. When the buzz of signing a contract and receiving unconditional approval wears off, settlement can be a daunting time for customers as they navigate the complexities of legal documents, condition satisfaction, upcoming deadlines and a multitude of stakeholders. Our Operations team is responsible for ensuring that our customers have a best-in-class experience by staying supported, informed and nurtured - throughout both the settlement process and the full borrower lifecycle. About the role: This is a high-impact, end-to-end mortgage operations role spanning settlements and servicing across the full loan lifecycle. From the moment a loan becomes unconditional, you step in as the driving force behind execution. You ensure progress never stalls; deadlines are met without compromise; and every stakeholder knows exactly what needs to happen next - whether that be brokers, customers, solicitors, our funder, legal partners or internal teams. These are high-value, time-sensitive transactions and you take personal responsibility for keeping them on track. Post-settlement, you’ll continue to grow relationships with the same customers you onboarded by supporting them across servicing requests, loan variations and discharges. With loan volumes growing rapidly, this role is critical to ensuring Skip maintains speed, precision and an exceptional customer experience. Key Responsibilities: Settlements (Pre-Settlement to Completion) - Own the end-to-end settlement process from unconditional approval to successful settlement - Liaise with brokers, customers, solicitors, funders, and legal partners to coordinate timelines and documents - Identify and resolve risks or issues prior to settlement by managing documentation, condition satisfaction and funding requirements - Book and confirm settlements, manage fund disbursements and ensure accuracy of settlement figures - Ensure all internal and external stakeholders are proactively updated on progress Loan Servicing (Post-Settlement Lifecycle) - Manage onboarding and post-settlement customer communications/enquiries - Process servicing requests including direct debit amendments, loan statements, redraws and account maintenance - Manage dishonours and arrears by engaging with customers - Process loan payouts and discharges - Maintain accurate records across loan and CRM systems to ensure data integrity Operational Excellence - Contribute to improving workflows, automation and system enhancements - Ensure SLAs and performance metrics are consistently met - Assist in building scalable processes as loan volumes grow using AI and automation What you will bring: - 2-4 years’ experience in mortgage settlements, loan servicing, credit support or lender operations - Strong understanding of the Australian mortgage lifecycle (post-approval functions essential) - Working knowledge of NCCP, AML/CTF and responsible lending obligations (preferred) - Exceptional attention to detail and time management skills - Clear, confident stakeholder communication (brokers, solicitors, customers, funders) - High ownership mindset - you run your settlement matters end-to-end - Calm under pressure in time-sensitive settlement environments - Process-oriented but improvement-driven - you look for and recommend better ways to do things Why join us: - Real career growth - we’re a fast-growing company, which means genuine opportunities to grow your career as we scale - Competitive remuneration & ESOP - we want you invested in Skip's success - Be part of building a first-class mortgage operations function - Work in a high-ownership environment where your impact is visible and recognised - Exposure across the full loan lifecycle that allows you to develop strong customer relationships - Collaborative, high performance team that values initiative, speed and precision - Flexible hybrid structure that empowers you to do your best work