About Penbrothers
Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.
About the Client
Our client is a global mortgage brokerage and financing advisory firm that connects individuals and businesses with tailored residential and commercial financing solutions. Operating as a broker rather than a direct lender, they leverage a broad international network of banks and private lenders to structure flexible, efficient funding for complex or time-sensitive needs. Their clients range from homebuyers to real estate investors and business owners seeking strategic, non-traditional financing options.
About the Role
Our client is seeking a Senior Mortgage Operations Analyst to support the rollout of an AI-enabled mortgage and lending platform. Based in the Philippines and aligned to Vancouver business hours, this role operates at the intersection of AI-driven intake, client communication, and end-to-end mortgage operations.
The individual will serve as the first human validation layer following AI ingestion, responsible for clarifying applications, managing escalations, ensuring regulatory compliance, and safeguarding the overall client experience. This is a senior, judgment-intensive role with a clear mandate to establish quality standards, define best practices, and, as the function scales, support the training and onboarding of future team members.
Work hours: Monday to Friday, 9:00 AM 6:00 PM PT (Vancouver local time)
Work set-up: Remote
What you'll do
Mortgage & Lending Operations
- Support end-to-end mortgage and loan origination workflows.
- Collaborate with underwriting, compliance, and management teams on escalations.
- Apply strong working knowledge of loan stages, LTV, documentation, and retail mortgage concepts.
- Act as the first human quality checkpoint before licensed advisors intervene.
AI-Integrated Client Operations
- Handle AI-assigned inbound and outbound calls based on urgency, complexity, or emotional escalation.
- Review AI-generated summaries, application data, and client history prior to engagement.
- Clarify, validate, and fine-tune loan applications through direct client interaction.
- Ensure client issues are resolved or escalated accurately within SLA expectations.
Compliance, Risk & Quality Control
- Strict adherence to KYC, AML, and internal compliance protocols.
- Identify and escalate suspicious, incomplete, or high-risk cases immediately.
- Maintain audit-ready documentation and CRM discipline.
- Participate in QA reviews, call scoring, and compliance audits.
CRM & Documentation Excellence
- Maintain accurate, real-time case logs using Google Sheets CRM.
- Document every interaction using structured formats: Issue, Action, Outcome, Next Step.
- Track follow-ups, ownership, and resolution timelines without supervision.
Training & Scale Readiness
- Absorb systems, workflows, and AI logic deeply during Phase 2.
- Contribute to playbooks, scripts, and process improvements.
- Prepare to transition into a trainer/quality lead role as headcount expands in Phase 3.
What You Bring
- Minimum 5 years of experience in mortgage operations, loan origination, or financial services support.
- Prior exposure to US or Canadian mortgage processes strongly preferred.
- Proven experience working with underwriting, compliance, and regulated financial workflows.
- Strong understanding of loan stages, documentation requirements, and retail mortgage concepts.
- High proficiency in English, both written and spoken, with minimal accent.
- Strong comfort working with technology, data-driven workflows, CRM tools, and AI-assisted systems.
- Demonstrated ability to work independently with minimal supervision.
- Strong judgment, attention to detail, and compliance mindset.
- Willingness to work Vancouver business hours (Philippines night shift).
- Background with offshore banking or mortgage BPOs supporting North American markets is a strong advantage.
- Critical Behavioral Traits
- Client-centric orientation with high emotional intelligence and professional maturity.
- Composed and decisive under pressure, with confidence managing escalations and sensitive situations.
- Naturally proactive, with a track record of identifying gaps, improving processes, and raising standards independently.
- Comfortable operating as the first and sole contributor in a newly established operational function, with the discipline to build structure while executing.
Hiring Process
We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.
What You'll Get
At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.
