HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”

Key Responsibilities

1. File and CRM Management

• Create, maintain, and update accurate client files, tasks, notes, and application milestones within CRM systems.

• Review instructions, file notes, emails, and supporting documentation before completing assigned tasks.

• Maintain clear records of progress, outstanding requirements, issues, and next steps.

2. Document and Application Support

• Request, collect, organise, and review supporting documents for accuracy, completeness, and validity.

• Prepare application information, forms, and submission documentation for broker review.

• Accurately enter and verify client and loan details within relevant systems.

• Upload documents to appropriate lender or platform sections and monitor outstanding requirements through to approval.

3. Quality Control and Compliance Support

• Review names, dates, figures, property details, loan information, and supporting documents for accuracy.

• Follow established processes, checklists, and compliance requirements.

• Ensure documentation is completed, stored, and maintained correctly.

• Maintain confidentiality and handle sensitive information securely at all times.

• Identify discrepancies or missing information and escalate issues with clear details and recommended next steps.

4. Application Progress and Settlement Support

• Track loan applications, valuations, approvals, lender conditions, documentation, and settlement milestones.

• Assist with routine follow-ups involving clients, lenders, settlement representatives, and internal stakeholders.

• Provide administrative support for post-settlement activities, reviews, and ongoing customer service processes.

5. Communication and Workflow Management

• Provide timely updates on priorities, progress, completed tasks, and any blockers.

• Draft professional client communications using approved templates and processes.

• Manage routine document follow-ups and application updates once trained.

• Record and escalate phone messages or enquiries requiring specialist advice.

• Manage deadlines effectively and take ownership of assigned tasks and recurring workflows.

Qualifications:

• Previous experience in mortgage broking administration, loan processing, banking, lending support, or financial services administration.

• Strong attention to detail and accuracy when working with documents, figures, and financial information.

• Excellent written English skills and the ability to communicate professionally with Australian-based teams and customers.

• Ability to follow structured processes, procedures, and compliance requirements.

• Experience using CRM platforms, lender portals, document management systems, and Microsoft Office applications.

• Ability to work independently, manage multiple priorities, and identify issues before escalation.

• Must be willing and able to work in a hybrid setup, including 3 days onsite per week and 2 days working from home.

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.