Mortgage Broker Support Specialist (Mercury & ApplyOnline) - Remote

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 for an Australian finance-broking business based in Queensland.

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