澳大利亚抵押贷款经纪人支持（Mercury & AOL）- 远程
AU Mortgage Broker Support (Mercury & AOL) - Remote
客户是一家位于昆士兰的澳大利亚金融服务经纪公司。
该公司提供定制化的金融解决方案，涵盖住房贷款、再融资、投资贷款、商业金融、企业贷款、设备融资和个人贷款。
凭借广泛的银行和贷款机构资源，他们与客户紧密合作，了解客户的状况并找到合适的金融解决方案。团队致力于从最初的咨询到申请和结算，提供个性化、高效且有条理的体验。
职位概述
我们正在寻找一位经验丰富且高度有条理的房贷经纪支持专家，协助贷款管理、客户跟进、合规文件、偿债能力计算和申请准备。
成功候选人将负责在Mercury中维护准确完整的客户档案，跟进未完成的文件和评估要求，准备合规和最佳利益义务说明，并支持通过ApplyOnline提交申请。
该职位需要细致入微的注意力、对澳大利亚房贷经纪流程的实际知识以及同时管理多个处于不同阶段的客户档案的能力。
主要目标是提供可靠的后台支持，使经纪人能够花更多时间为客户提供建议，同时确保申请保持准确、合规并持续推进。
关键职责
客户沟通与跟进
- 向客户发送专业提醒，关于未完成的信息、文件和即将到来的要求。
- 跟进所需的补充文件，包括工资单、银行对账单、身份证明和其他申请证据。
- 跟进贷款方评估期间要求的其他文件或信息。
- 核对已收到的文件是否符合未完成要求清单，并相应更新客户档案。
- 让客户了解申请流程中的下一步行政步骤。
- 及时将延误、信息不全或客户担忧上报给经纪人。
- 在客户旅程中始终保持清晰专业的书面沟通。
合规与最佳利益义务说明
- 根据经纪人提供的信息和指示，协助准备准确的合规和最佳利益义务说明。
- 确保相关研究、讨论、产品比较和支持信息得到清晰记录。
- 检查是否满足所有要求。
查看英文原文
The client is an Australian finance-broking business based in Queensland.
The business provides tailored finance solutions across home loans, refinancing, investment lending, commercial finance, business loans, equipment finance and personal lending.
With access to a broad panel of banks and lenders, they works closely with clients to understand their circumstances and identify suitable finance solutions. The team is committed to providing a personalised, efficient and well-organised experience from the initial enquiry through to application and settlement.
Role Overview
We are seeking an experienced and highly organised Mortgage Broking Support Specialist to assist with loan administration, client follow-ups, compliance documentation, serviceability calculations and application preparation.
The successful candidate will help maintain accurate and complete client files in Mercury, follow up on outstanding documents and assessment requirements, prepare compliance and Best Interests Duty notes, and support the submission of applications through ApplyOnline.
This role requires strong attention to detail, practical knowledge of the Australian mortgage-broking process and the ability to manage multiple client files at different stages.
The key objective is to provide dependable back-office support so brokers can spend more time advising clients while ensuring applications remain accurate, compliant and moving forward.
Key Responsibilities
Client Communication & Follow-Ups
- Send professional reminders to clients regarding outstanding information, documents and upcoming requirements.
- Follow up on requested supporting documents, including payslips, bank statements, identification and other application evidence.
- Follow up on additional documents or information requested during lender assessment.
- Check received documents against the outstanding requirements list and update the client file accordingly.
- Keep clients informed of the next administrative steps in the application process.
- Escalate delays, incomplete information or client concerns to the broker promptly.
- Maintain clear and professional written communication throughout the client journey.
Compliance & Best Interests Duty Notes
- Assist with preparing accurate compliance and Best Interests Duty notes based on information and instructions supplied by the broker.
- Ensure relevant research, discussions, product comparisons and supporting information are clearly documented.
- Check that required compliance documents and disclosures are present in each client file.
- Maintain complete and orderly records to support internal reviews and potential audits.
- Identify missing or inconsistent information and refer it to the broker for clarification.
- Ensure all compliance work is completed in accordance with the business’s procedures and remains subject to broker review and approval.
Serviceability & Lender Research Support
- Accurately enter client income, expenses, liabilities, assets and proposed lending details into lender or aggregator serviceability calculators.
- Review the entered information carefully to ensure calculations reflect the client’s supplied documents.
- Research lender policies and servicing requirements to identify options that may suit the client’s circumstances.
- Compare servicing outcomes across relevant lenders and clearly document the results for broker review.
- Check key policy considerations, including income treatment, employment type, liabilities, loan-to-value ratio and supporting-document requirements.
- Flag policy exceptions, servicing concerns or unclear information to the broker.
- Ensure that all lender recommendations and final credit advice remain the responsibility of the authorised mortgage broker.
Mercury CRM & File Management
- Create, maintain and update client records in Mercury.
- Ensure personal details, employment information, financial information, application data and contact records are current and accurate.
- Tidy and organise Mercury files so documents, notes, tasks and application information are complete and easy to locate.
- Apply consistent file names, categories and document-management procedures.
- Update file notes after client communication, document receipt and application activity.
- Check client files for incomplete fields, duplicate information or outdated records.
- Maintain accurate task lists and follow-up dates across active applications.
Loan Application Preparation & Submission
- Prepare loan applications for submission based on the broker’s instructions and approved lending strategy.
- Enter application information accurately into ApplyOnline and relevant lender systems.
- Upload supporting documents and ensure they are correctly labelled and attached.
- Review applications for completeness and consistency before referring them to the broker.
- Submit applications through ApplyOnline following final broker review and approval.
- Record submission details, lender references, status updates and outstanding requirements in Mercury.
- Monitor applications for lender updates and communicate new requirements to the broker.
Assessment Requirements & Application Progress
- Monitor outstanding assessment requirements and lender requests.
- Follow up with clients for updated payslips, bank statements or other time-sensitive documents.
- Check received documents for completeness before providing them to the broker or lender.
- Update Mercury tasks, notes and application stages as requirements are completed.
- Maintain a clear overview of each application’s current status and next required action.
- Escalate urgent, overdue or potentially problematic matters promptly.
Mercury Marketing Hub
- Maintain accurate client contact and marketing information within Mercury.
- Review client details to ensure marketing communications are relevant and correctly targeted.
- Assist with sending approved client communications through the Mercury Marketing Hub.
- Check that contact information, marketing preferences and campaign details are accurate before sending.
- Ensure marketing communications follow the business’s approved templates and processes.
- Identify incorrect, incomplete or duplicate client records and arrange the necessary updates.
- Follow applicable privacy, consent and marketing-communication requirements.
Tools & Systems
- Mercury CRM – practical experience strongly preferred
- ApplyOnline – practical experience strongly preferred
- Lender and aggregator serviceability calculators
- Lender portals and policy resources
- Microsoft 365 or Google Workspace
- Email, document-management and PDF tools
- Mortgage-broking compliance templates and checklists
Requirements
- At least 4 years of mortgage-broking support, loan-processing or lending administration experience.
- Practical experience supporting Australian mortgage brokers or working within the Australian lending industry.
- Understanding of the Australian home-loan application process from initial data collection through to submission and assessment.
- Experience entering client data into serviceability calculators accurately.
- Ability to research and interpret lender policies and servicing requirements.
- Experience preparing or maintaining mortgage-broking compliance documentation.
- Understanding of Best Interests Duty requirements and the importance of accurate file notes.
- Experience using Mercury CRM, ApplyOnline or comparable mortgage-broking platforms.
- Strong attention to detail when reviewing client information and supporting documents.
- Excellent written and spoken English with professional client-communication skills.
- Ability to manage multiple client files, deadlines and follow-up requirements.
- Strong judgement regarding when to resolve an administrative matter and when to escalate it to the broker.
- High level of discretion when handling confidential personal and financial information.
- Ability to follow established processes while identifying missing or inconsistent information.
- Reliable internet connection and a professional home-office environment.
- Ability to work Australian business hours.
Highly Desirable
- Direct experience using Mercury Marketing Hub.
- Experience supporting home loans, refinancing, investment lending and commercial finance applications.
- Familiarity with a broad range of Australian lender policies and servicing calculators.
- Experience preparing files for compliance reviews or audits.
Benefits
- Dayshift - Australian Business Hours
- Full time / WFH / Remote
Originally posted on Himalayas