This is a Mortgage Support Officer role with NGM Group based in Newcastle, NSW, AU NGM Group Role Seniority - junior, mid level More about the Mortgage Support Officer role at NGM Group Join our dynamic Mortgage Lending Support Team, where you will contribute directly to the success of our Newcastle Permanent ‑aligned brand and product suite. As a Mortgage Support Officer, you’ll play a vital role in the end‑to‑end lending process, ensuring that every loan application is progressed with accuracy, urgency, and care. In this varied and fast‑paced environment, you will provide comprehensive loan origination support to both our accredited brokers and internal lending personnel—helping manage documentation, validate information, coordinate workflows, and ensure all requirements are met for approval and settlement. Your work will help safeguard compliance, streamline processes, and maintain the high service standards our brokers and customers expect. Key responsibilities Provide customer‑first support to brokers, including accurate loan status updates and prompt resolution of enquiries. Deliver clear, accurate verbal and written information to Brokers, Broker Assistants, and BDMs. Work with internal teams to resolve lending issues, escalating complex matters as needed. Proactively follow up incomplete or pending applications and resolve issues to progress them efficiently. Manage workflows effectively, including filing, tagging, and assigning emails. Open and maintain home loans eligible for offset products with accuracy. Maintain up‑to‑date knowledge of policies, procedures, and product requirements. What we’re looking for Exceptional customer service and communication skills, with clear, confident, and professional written and verbal communication. Strong digital and computer capability, including advanced Microsoft Office skills (especially Outlook), proficiency with lending/CRM systems, and high‑speed, accurate typing. Solid understanding of mortgage lending processes, including loan products, loan cycle workflows, and compliance requirements such as AML, KYC, and VOI. Well‑developed problem‑solving and critical thinking abilities, with the capacity to identify issues, analyse information, and implement solutions efficiently. Strong attention to detail and accuracy, demonstrated through consistent production of error‑free work and the ability to effectively review, verify, and validate information. Adaptability and resilience, able to adjust quickly to changing processes, priorities, and workloads. Collaborative team player, contributing positively to team outcomes. Excellent time management and organisation skills, with the ability to prioritise tasks, manage competing deadlines, and maintain workflow efficiency in a fast‑paced environment. What can you expect from us? NGM Group employees can take advantage of the following work perks: Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination. Lifestyle and giving back; Hotel discounts, 18 weeks paid parental leave, two community volunteers days and three recreational leave days per year. Professional advancement; Flexible work arrangements, recognition programs and employee referral program. About usWe’re NGM Group, and we offer retail banking services to more than half a million Australians under the brands Greater Bank and Newcastle Permanent.We have fresh energy and big goals for our customers, and our people are key to us achieving this success. If you’re ready to be part of a team that puts the customer first and enjoys a challenge as the path to growth and innovation, then … we want you! Collectively, we’re the largest customer-owned bank based on net assets and the 10th largest Australian-owned bank for household deposits. A financial powerhouse headquartered in the Hunter, we have a workforce of more than 1,800 people and total assets of more than $20 billion. Click here to learn more about NGM NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment, comprehensive background check, Bankruptcy Check and a National Police Check. We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NGM Group team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Providing customer-first support Managing documentation and workflows ✅ Maintaining compliance and service standards Key Strengths Customer service and communication skills Digital and computer capability Problem-solving and critical thinking Attention to detail ⚡ Adaptability and resilience ⏰ Time management and organisation A Final Note: This is a role with NGM Group not with Hatch.
