Senior Mortgage Operations Analyst

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 Clien

tOur 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 Ro

leOur 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 operation

s.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 member

s.
Work hours: Monday to Friday, 9:00 AM – 6:00 PM PT (Vancouver local ti

me)Work set-up: Rem

ote
What you’l

l do
Mortgage & Lending Opera

• tionsSupport end-to-end mortgage and loan origination workf
• lows.Collaborate with underwriting, compliance, and management teams on escalat
• ions.Apply strong working knowledge of loan stages, LTV, documentation, and retail mortgage conc
• epts.Act as the first human quality checkpoint before licensed advisors inter

vene.AI-Integrated Client Opera

• tionsHandle AI-assigned inbound and outbound calls based on urgency, complexity, or emotional escala
• tion.Review AI-generated summaries, application data, and client history prior to engage
• ment.Clarify, validate, and fine-tune loan applications through direct client interac
• tion.Ensure client issues are resolved or escalated accurately within SLA expectat

ions.Compliance, Risk & Quality Co

• ntrolStrict adherence to KYC, AML, and internal compliance proto
• cols.Identify and escalate suspicious, incomplete, or high-risk cases immedia
• tely.Maintain audit-ready documentation and CRM discip
• line.Participate in QA reviews, call scoring, and compliance au

dits.CRM & Documentation Excel

• lenceMaintain 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 supervi

sion.Training & Scale Read

• inessAbsorb systems, workflows, and AI logic deeply during Pha
• se 2.Contribute to playbooks, scripts, and process improvem
• ents.Prepare to transition into a trainer/quality lead role as headcount expands in Pha

se 3.
What You

• BringMinimum 5 years of experience in mortgage operations, loan origination, or financial services su
• pport.Prior exposure to US or Canadian mortgage processes strongly pref
• erred.Proven experience working with underwriting, compliance, and regulated financial work
• flows.Strong understanding of loan stages, documentation requirements, and retail mortgage con
• cepts.High proficiency in English, both written and spoken, with minimal a
• ccent.Strong comfort working with technology, data-driven workflows, CRM tools, and AI-assisted sy
• stems.Demonstrated ability to work independently with minimal superv
• ision.Strong judgment, attention to detail, and compliance mi
• ndset.Willingness to work Vancouver business hours (Philippines night s
• hift).Background with offshore banking or mortgage BPOs supporting North American markets is a strong adva
• ntage.Critical Behavioral
• TraitsClient-centric orientation with high emotional intelligence and professional mat
• urity.Composed and decisive under pressure, with confidence managing escalations and sensitive situa
• tions.Naturally proactive, with a track record of identifying gaps, improving processes, and raising standards independ
• ently.Comfortable operating as the first and sole contributor in a newly established operational function, with the discipline to build structure while exec

uting.
Hiring

ProcessWe 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 j

ourney.
What Yo

u’ll GetAt 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 co

• mpanies.
  Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client ex
• perience.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 o