• Elaborar e executar planos de ação personalizados para reverter pedidos de cancelamento (churn) e reduções de contrato (downgrade). • Negociar ativamente planos, pacotes de usuários e reajustes anuais, garantindo o equilíbrio entre a satisfação do cliente e a saúde financeira da Mercos. • Identificar e conduzir oportunidades de Upsell e Cross-sell, realizando demonstrações de funcionalidades e serviços para clientes da base. • Analisar o histórico completo do cliente (venda, implantação e uso) no CRM para entender a raiz de suas dificuldades. • Atuar como o porta-voz do cliente internamente, conectando dores críticas aos times de Produto e Engenharia para melhorar a experiência geral. • Investigar e propor alternativas técnicas, como trocas de ERP ou novas integrações, que viabilizem a permanência e evolução do cliente no sistema. • Gerenciar o fluxo de tickets (Zohodesk) e registrar com precisão todas as negociações e interações, garantindo a rastreabilidade do processo. • Criar e atualizar oportunidades no Salesforce, assegurando que cada negociação siga as fases corretas do funil de retenção. • Colaborar com os times financeiro e de parceiros para agilizar as tratativas contratuais e entregas técnicas acordadas.

Role Description We’re an Australian residential mortgage broking business looking for an experienced Loan Processor / Credit Analyst to support our Principal Broker across the full loan lifecycle—from initial assessment through to settlement. - Approximately 50% of our clients are high-income, self-employed borrowers, requiring strong capability in complex income assessment (company structures, discretionary trusts, sole traders)—not just PAYG. - This is an execution role, not a sales role. You won’t be prospecting or pitching—but you will communicate directly with clients on operational matters and with lenders throughout the application process. Responsibilities - Manage client onboarding via Salestrekker (document collection, follow-ups, data accuracy), Frollo (open banking access), and Whatsapp (client/broker comms). - Assist clients with platform access and document upload queries. - Issue compliance documents (credit guides, privacy docs, intro packs). - Conduct credit checks (Equifax / Access Seeker). - Assess borrowing capacity using Quickli Pro and lender calculators. - Identify and prepare top lender options based on policy and servicing for broker review. - Liaise with BDMs and credit teams to secure approvals and pricing. - Order and interpret valuations (CoreLogic / Valocity). - Prepare and lodge complete, submission-ready applications. - Manage post-submission conditions, MIRs, and settlement workflow. - Handle top-ups for existing clients (same workflow, re-entry). - Document processes to build internal SOPs based on live experience in this business. Qualifications - 4+ years in an Australian mortgage broking environment (parabroker, processor, or credit analyst). - Strong understanding of AU lending policy and credit assessment. - Proven experience with self-employed income analysis (company, trust, sole trader) - can assess self-employed income without hand-holding. - Clear written and verbal English. - Ability to communicate directly with lenders and Australian clients on operational matters. Preferred Skills - Active use of AI tools in your current workflow (e.g. using Claude, ChatGPT, or similar to draft lender summaries, assess credit policies, or build SOPs). - Cert IV or Diploma in Mortgage Broking—we’re open to sponsoring the right candidate into this qualification as part of your career development.

• Serve as a trusted advisor to Sales, Customer Success, and Renewal Managers on deal structuring, quoting, approval workflows, and order processing. • Manage end-to-end quote and order execution, ensuring accuracy and adherence to business policies and procedures. • Strategically structure deals by proposing creative, scalable solutions that align with customer needs while protecting and maximizing revenue. • Partner with Finance and Legal to ensure contracts are compliant, complete, and aligned with internal policies and revenue recognition standards. • Review and address non-standard deal structures in collaboration with Accounting, identifying and resolving revenue recognition considerations. • Document non-standard terms, commitments, and exceptions in coordination with Legal and Finance. • Drive continuous process improvement by identifying gaps, proposing solutions, and contributing to scalable Deal Desk operations. • Support the development and maintenance of deal desk playbooks, templates, and order form standards. • Leverage AI tools daily to automate and streamline deal desk workflows, from proposal drafting and contract review to pricing analysis and approvals routing, with the goal of compressing timelines and improving output quality.

• Paid Traffic Management: Plan, execute, and optimize campaigns across channels such as Google Ads, LinkedIn Ads, and Meta Ads, always focusing on healthy CAC, LTV, and generating a qualified pipeline; • HubSpot Expertise: Manage operational routines, create automation workflows, configure nurture/relation ships, and ensure data integrity and performance reporting within the platform; • Practical Use of Artificial Intelligence: Use AI tools to accelerate A/B testing, create copy variations, analyze large volumes of data, and scale operations; • B2B SaaS Focus: Deeply understand our customers’ journey, working not only on acquisition but also on retention, cross-sell, and converting one-off customers into recurring revenue (MRR); • Analysis and Governance: Turn fragmented data into actionable intelligence by combining HubSpot data with media platforms to ensure every Brazilian real invested delivers measurable return.