Lending Operations Analyst

Cxnpl; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Constantinople is seeking a Lending Operations Analyst to join a high-volume loan processing team. You will manage the end-to-end lifecycle from application triage to settlement, ensuring accurate, decision-ready files and timely customer communications.

This role blends operations, product, and engineering to improve SOPs and automate workflows in a progressing AI-enabled banking platform. Strong attention to detail, clear communication, and experience with live chat and email support are

Qualifications

• Prior experience in Banking Operations, Loan Processing, in a high-volume Admin/Support environment.
• Experience with customer support (Live Chat/Email) is highly valued.
• Exposure to PEXA, Loan Origination Systems, or legal settlement processes is a plus.
• A Process Thinker: You thrive on logic and order. You can follow a detailed SOP for a Business Loan one week and a Residential Mortgage the next, maintaining high accuracy in both.
• Operationally Agile: You are comfortable working in a role that requires "context switching"—moving from a detailed document check to a live chat with a customer.
• Tech-Native: You are comfortable working entirely within a software platform. You view banking not as "paperwork" but as a series of digital workflows.
• A Clear Communicator: You can explain a "missing document" requirement to a broker or a "settlement delay" to a solicitor clearly and professionally.
• Team Oriented: You are open to working in a rotation system, building deep skills in specific sub-teams (Business vs. Residential) as required by volume.

Responsibilities

• Act as the first line of operational quality control for incoming loan applications.
• Review applications against SOP checklists to identify missing information (e.g., financials, ID documents, supporting documents).
• Validate customer information and documents to ensure it is "decision-ready" for the Delegated Credit Authority.
• Liaise with brokers and customers to gather outstanding requirements.
• Once the client bank approves the loan, you own the "Last Mile" to settlement.
• Manage stakeholders (Solicitors, Vendors, Brokers) to ensure funds are booked and settlement occurs on time.
• Coordinate post-settlement operations, including Loan Variations, Product Switches, and Discharge requests.
• Provide real-time support to borrowers and brokers via live chat and email, answering inquiries regarding status, payments, and loan mechanics.
• Identify friction points in our SOPs or software platform and provide feedback to the Product and Engineering teams to help automate the process further.

Skills

Banking operations

Customer support

Communication

Live chat

Tools

PEXA

Loan Origination Systems

Job description

Constantinople delivers a new era of AI-native banking. Constantinople provides banks with a fully-managed software and AI operational platform, which brings together customer experience, product, data, operations, compliance and infrastructure in a single platform.

Constantinople’s AI-native platform eliminates the need for expensive infrastructure, and replaces manual operational and compliance processes with AI at scale. By removing the operational complexity of banking, Constantinople enables our client banks to focus on their customers and thebusinessof banking.

The Role

At Constantinople, the Lending Operations team acts as the execution engine for our Clients’ lending products and services, delivering a seamless, reliable client experience. This is not a typical operations support role. You’ll work at the intersection of customer support, product operations, and engineering, helping to improve end-to-end banking processes using AI and automation while ensuring customers receive timely and accurate support.

As a Lending Operations Analyst, you will operate across the full loan lifecycle—from application triage to settlement and ongoing loan servicing. Whether focusing on Residential Mortgages, Consumer or Business Lending, your goal is to ensure the "Application to Settlement" workflow is seamless. You will execute tasks based on detailed Standard Operating Procedures (SOPs) within our platform, ensuring that our client banks receive perfectly packaged files for decisioning and that customers experience a smooth journey.

What You’ll Do

• Act as the first line of operational quality control for incoming loan applications.
• Review applications against SOP checklists to identify missing information (e.g., financials, ID documents, supporting documents).
• Validate customer information and documents to ensure it is "decision-ready" for the Delegated Credit Authority.
• Liaise with brokers and customers to gather outstanding requirements.
• Once the client bank approves the loan, you own the "Last Mile" to settlement.
• Manage stakeholders (Solicitors, Vendors, Brokers) to ensure funds are booked and settlement occurs on time.
• Coordinate post-settlement operations, including Loan Variations, Product Switches, and Discharge requests.
• Provide real-time support to borrowers and brokers via live chat and email, answering inquiries regarding status, payments, and loan mechanics.
• Identify friction points in our SOPs or software platform and provide feedback to the Product and Engineering teams to help automate the process further.

Who You Are

• Prior experience in Banking Operations, Loan Processing, in a high-volume Admin/Support environment.
• Experience with customer support (Live Chat/Email) is highly valued.
• Exposure to PEXA, Loan Origination Systems, or legal settlement processes is a plus.
• A Process Thinker: You thrive on logic and order. You can follow a detailed SOP for a Business Loan one week and a Residential Mortgage the next, maintaining high accuracy in both.
• Operationally Agile: You are comfortable working in a role that requires "context switching"—moving from a detailed document check to a live chat with a customer.
• Tech-Native: You are comfortable working entirely within a software platform. You view banking not as "paperwork" but as a series of digital workflows.
• A Clear Communicator: You can explain a "missing document" requirement to a broker or a "settlement delay" to a solicitor clearly and professionally.
• Team Oriented: You are open to working in a rotation system, building deep skills in specific sub-teams (Business vs. Residential) as required by volume.

Inclusion

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.