[Hiring] Mortgage Broker Support Specialist @D2B

Role Description

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.

Qualifications

• 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