Business: SZS Finance and Mortgage Solutions

Reporting to: Founder / Licensed Mortgage Broker

Role Type: Offshore - Full-time / Part-time (as required)

Location: Offshore (Pakistan / Philippines / UAE - remote)

1. Role Purpose

The Lender & Aggregator Operations Officer is responsible for managing administrative and

operational interactions with lenders and the aggregator to ensure loan files progress

smoothly and system records remain accurate.

This role supports institutional workflows and does not involve credit advice or lender

strategy.

2. Primary Accountability

To ensure that:

• Lender and aggregator systems are up to date

• File statuses are accurately tracked

• Administrative follow-ups are completed on time

• Issues are escalated early and clearly

3. Key Responsibilities

A. Lender & Aggregator System Management

• Maintain accurate loan statuses in the aggregator system (Finsure)

• Update milestones and notes as required

• Ensure system records reflect real-time file progress

B. Administrative Lender Communication

• Conduct permitted administrative communications with lenders:

o Status follow-ups

o Conditions receipt confirmation

o Valuation progress checks

• Use approved templates and scripts only

• Log all communications in the CRM

C. Policy Notes & Requirements Tracking

• Maintain lender-specific document requirement notes

• Track changes to submission requirements (admin-level only)

• Flag policy or requirement updates to the broker (no interpretation)

D. Conditions & Progress Tracking

• Monitor lender conditions post-submission

• Coordinate document collection (via Client Coordination role)

• Track satisfaction progress and update systems accordingly

E. Escalation & Boundaries

• Escalate:

o Delays

o Inconsistencies

o Unclear lender requests

• Never discuss:

o Credit decisions

o Approval likelihood

o Pricing or rates

o Policy interpretation

4. What This Role Does NOT Do (Critical)

• Recommend lenders or products

• Interpret lender policy

• Provide credit advice

• Submit applications

• Negotiate with lenders

5. Required Skills & Competencies

Essential

• Strong organisational and tracking skills

• Clear written communication

• Ability to manage multiple files and deadlines

• Discipline in system updates and documentation

• Comfort following scripts and templates

Preferred

• Admin or operations background

• Exposure to banking or financial services environments

• Experience working with CRMs or workflow systems

6. Behavioural Expectations

• Detail-oriented and methodical

• Calm and professional in communications

• Escalation-first mindset (do not resolve beyond authority)

• Respect for role boundaries and compliance controls

7. Training & Certification Requirements

• Mandatory completion of:

o Induction & confidentiality training (Level 0)

o Process literacy certification (Level 1)

o Supervised operational execution (Level 2)

• Access granted progressively based on certification

8. Performance Measures (High-Level)

• Accuracy of system updates

• Timeliness of lender follow-ups

• Reduction in stalled files

• QA feedback outcomes

9. Confidentiality & Data Handling

This role requires handling sensitive client and lender information and must strictly comply with

confidentiality, access control, and data security requirements