Mortgage broker assistant job description template for Australian brokerages

A good mortgage broker assistant advertisement tells applicants which queue they will own, who checks their work and how success will be judged. “Help with everything” attracts broad applications but gives candidates little evidence of what the brokerage needs. Use the template below to turn a workload problem into a role that can be hired, trained and supervised.

Decide the assistant’s primary workflow

Before copying the advertisement, review a normal week. Count enquiries waiting for a response, incomplete document requests, unbooked appointments and CRM records that need updating. Pick one primary lane. An assistant who keeps intake moving may have a very different day from one who coordinates settlement updates. If broker-approved files are mainly waiting for packaging and lender follow-up, a loan processor brief may fit better.

Give the role a clear output rather than a vague promise to “free up the broker”. For example: each enquiry has a named next action and due date by the end of the working day. Make the time frame a target your team can support, not a claim about every candidate.

Copyable mortgage broker assistant job description

Replace the bracketed text with your own facts before publishing. State whether the role is employed by your brokerage, supplied through a staffing provider or engaged under another arrangement. Do not imply the worker is employed by the brokerage if another entity is the employer.

Job title: Mortgage broker assistant / broker support officer

Location and hours: [office, hybrid or remote]; [time zone and agreed hours]

Reports to: [broker, operations manager or client service lead]

Purpose: Keep [enquiries and document collection / client updates / settled-loan follow-up] accurate and on time, so our brokers can review complete information and make the relevant lending decisions.

Core responsibilities: Maintain the enquiry and task queue in [CRM]; send approved appointment and document-request messages; check received documents against the brokerage’s checklist; record factual updates and missing items; prepare a daily handoff of overdue tasks, customer questions and file exceptions; coordinate with [named team] on agreed milestones.

Approval and escalation: The assistant prepares information and uses approved communications. [Named broker or authorised person] reviews product or credit-assistance decisions, exceptions, complaints and messages outside approved templates. The assistant stops and escalates when documents conflict or a customer asks which loan they should choose.

Experience and skills: [Required experience], accurate written English, careful handling of personal information, ability to follow a workflow and explain an exception. Experience with [your actual CRM, aggregator or lender systems] is [essential/desirable].

First-month outcomes: [three measurable outputs, such as a current task queue, complete intake checklists and timely escalation of missing evidence].

Application: Send a CV and a short example of how you organised a busy customer or file queue. We will use the same fictional work sample for shortlisted applicants.

Attach a task and approval schedule

The job advertisement can stay short. Attach a one-page operating schedule to the internal brief so every interviewer and new hire understands the handoffs:

Task	Assistant prepares	Reviewer or decision maker	Escalate when
New enquiry	Record contact details and book the agreed next step	Broker owns credit discussion	Customer asks for a product, rate or borrowing recommendation
Document request	Use an approved checklist and log what arrived	Broker or processor checks sufficiency for the file	Documents conflict, are unreadable or reveal changed circumstances
CRM and milestone update	Record factual status and draft an approved update	Named team lead approves non-routine messages	A deadline, complaint or lender request changes the plan

These are sample boundaries, not a universal legal classification. ASIC says credit activity can include suggesting or assisting with a particular credit contract. Its credit licensing overview and representative guidance in RG 203 show why the actual activity and employment arrangement matter. Review the final duties with your licensee or compliance adviser before granting authority or system access.

Tailor the brief to the brokerage, not the title

In a two-broker practice with missed enquiry callbacks, put response tracking, appointment coordination and document chasing first. Do not require deep loan-packaging experience if that is not the work. A firm with a growing refinance book might instead need scheduled review reminders, approved customer updates and accurate notes about the next action. In each case, identify the handoff to the broker and the records the assistant may edit.

List the systems you actually use. “CRM experience” is too broad if the person must work in a specific aggregator platform. Separate skills that are required on day one from those you can teach. A candidate who spots a discrepancy and asks a useful question may be stronger than someone who knows a software name but cannot explain a clean handoff.

Use a consistent selection process

Ask each shortlisted person to work from the same fictional enquiry, incomplete checklist and mock calendar. Have them draft a short follow-up, enter a CRM note and explain what they would return to a broker. Score accuracy, clear writing, prioritisation and escalation with the same rubric. Do not use a real borrower’s documents in a recruitment exercise. Our role comparison guide shows how this assessment differs from a processor exercise.

When selecting the candidate, verify references and discuss availability, supervision and how leave cover will work. Give the person a named reviewer for early work. ASIC’s RG 205 says a credit licensee remains responsible when it outsources functions related to credit activity and should choose suitable providers, monitor performance and address failures. A staffing arrangement does not remove the need for brokerage oversight.

Three questions to settle before posting

Should the assistant speak to customers?

They can have a defined communications role, but write down the approved topics, templates, channels and escalation rule. A customer asking for a recommendation needs a broker or appropriately authorised person, not a scripted guess.

Do we need an experienced loan processor?

Only if file preparation is the main bottleneck. If the queue is enquiries and missing documents, assess coordination and accuracy first. If the queue is broker-approved applications, write a processor brief instead.

What should the first month prove?

Choose three observable outputs from the actual workflow: a current next-action queue, fewer unowned follow-ups and prompt escalation of conflicting information are examples. Review a sample of work each week and refine the checklist when the same error recurs.

Once the brief names the lane, owner and review rule, discuss the role with Mortgage Talent or compare candidates against it. The template is most useful when every line describes the work your brokerage is ready to delegate.