Broker/Lending Support

We are seeking an experienced and detail-oriented Mortgage Broker Support / Loan Processor to join our team on a full-time (40 hours per week) basis. The ideal candidate will have hands-on experience in Broker Engine and Flex (AFG) systems, with at least five years of end-to-end loan processing experience.

Commercial lending exposure will be highly regarded, as the role involves working across residential, investment, and business lending files.

You'll play a critical role in maintaining loan quality, compliance, and operational efficiency while supporting the broker team in achieving consistent, accurate, and timely loan submissions.

1. Time Commitment

Full-time position: 40 hours per week, typically across five weekdays during core business hours 9am-5pm (Sydney Time).

Expected to maintain consistent workflow and responsiveness throughout the day.

Must be available during business hours for direct communication with clients, brokers, and lenders.

1. Loan Application Productivity

Minimum of 2 complete loan applications per day (average 10 per week).

A "complete" loan file includes:

Verified client documents (income, ID, liabilities, and expenses)

Completed serviceability and policy checks

Submission to the appropriate lender

File prepared to broker-ready and compliance-ready standard

Maintain consistent turnaround times and manage multiple files concurrently.

1. Accuracy & Independence

Files must be accurate, policy-aligned, and not require rechecking by brokers.

Submissions should demonstrate a sound understanding of credit assessment and lender policy application.

Work independently while adhering to established company processes and procedures.

Take initiative to identify and resolve issues without requiring constant supervision.

1. Compliance Standards

Maintain 90% or higher compliance across all file submissions.

Penalty: For each 1% below 90%, a $1,000 deduction applies.

Compliance includes:

Responsible lending documentation

File notes and evidence of client discussions

Signed credit guides and checklists

Accurate CRM and Broker Engine updates

Adherence to NCCP, Privacy, and AML/CTF requirements

1. Monthly Compliance & Performance Report

Submit a detailed Monthly Compliance and Performance Report by the 5th business day of each month, outlining:

All applications submitted, approved, and settled

Compliance results and identified gaps

Turnaround times and decline reasons

Active pipeline breakdown

Corrective actions and improvement measures

1. Communication & Escalation

CC the broker and management on all client and lender-related emails.

Use internal chat platforms (Teams, WhatsApp, or Slack) for quick issue escalation.

Maintain professional written communication at all times.

Immediately escalate potential delays, compliance risks, or client issues with proposed solutions.

1. Daily Follow-Up & Reporting

Conduct daily follow-ups with:

Clients pending document submissions

Lenders for progress updates

Brokers for assigned tasks or clarifications

Record all interactions and follow-ups in CRM or Broker Engine with timestamps and next actions.

Submit a daily activity report summarising time spent per task type.

1. CRM, Broker Engine & Record Keeping

Maintain complete, accurate, and up-to-date records in:

Broker Engine

Flex (AFG)

CRM systems (contact details, file notes, milestones, and follow-up logs)

Apply consistent file naming conventions and data entry accuracy.

Ensure all system updates reflect real-time progress.

1. Workflow Management & Downtime Activities

During quieter periods, you are expected to:

Re-engage dormant leads and pending clients

Clean and archive old digital files

Update lender comparison matrices or process checklists

Review policy updates and attend aggregator or lender webinars

Assist in improving internal templates and resources

1. Lender Accreditation Support

Prepare and submit lender/bank accreditation forms accurately and in full.

Compile and maintain documentation including:

ABN, ACL, and entity details

Broker identification and compliance certificates

MFAA/FBAA membership and PI insurance

Track all accreditation submissions and maintain an internal register.

1. File Settlement & Post-Approval Support

Coordinate post-approval and settlement processes:

Manage lender and client conditions

Liaise with solicitors, conveyancers, and banks

Confirm settlement completion and update CRM

Conduct post-settlement client follow-up and file closure

1. Performance Metrics & Review

Performance will be evaluated monthly against the following:

Loan volume and turnaround time

Compliance rate (≥90%)

Accuracy and independence (minimal broker corrections)

Responsiveness (within 2 business hours)

Record-keeping consistency

Team collaboration and problem-solving initiative

1. Professional Development

Maintain up-to-date knowledge of lender policy changes and aggregator procedures.

Complete at least two professional development or lender training modules per month.

Contribute to continuous improvement of internal systems and workflows.

Preferred Skills & Experience

Minimum 5 by years of loan processing experience within a mortgage brokerage environment.

Experience with Broker Engine and Flex (AFG) is essential.

Strong understanding of residential and commercial lending processes, policies, and documentation.

Excellent attention to detail, time management, and problem-solving skills.

Demonstrated ability to work independently with high accuracy and accountability.