Hire a mortgage broker assistant for the follow-up your brokerage needs.

A mortgage broker assistant can keep enquiries, documents, appointments and file updates organised while the broker owns the decisions that need their judgement. Start with the work that is falling behind, then build the brief around it.

Make the assistant responsible for the follow-through.

Use the title as a starting point, then name the recurring tasks in your own workflow. An assistant brief is most useful when it says what a complete handoff to the broker looks like.

Maintain factual client and loan records in the brokerage CRM.
Request and organise outstanding documents against the broker's approved checklist.
Prepare meeting notes, open-task lists and factual status updates.
Track file milestones and raise missing information or approaching deadlines.

Decide who approves each customer and file handoff.

Write down who prepares a message, who reviews it and when the assistant must stop and ask. Your brokerage and licensee should set the worker's authority for the actual tasks, systems and customer contact involved.

Name the broker or manager who answers exceptions and approves customer-facing guidance.
Specify which CRM fields, borrower documents and lender systems the assistant may access.
Agree on response and handoff times, especially when the person works in another location or time zone.

Use a fictional enquiry to test follow-through.

Give each candidate the same made-up customer enquiry, an appointment calendar and an incomplete document checklist. Keep real borrower information out of the exercise.

Ask for a short follow-up note that requests missing items clearly.
Ask which details belong in the CRM and which questions need the broker.
Compare accuracy, writing, organisation and escalation using the same scoring guide.

Review the queue, not just the job title.

Agree on the first workflows the assistant will own and review a sample of completed work with their manager. Use what you learn to improve the checklist and handoffs rather than treating the brief as fixed.

Check whether document requests and CRM notes are complete and current.
Review missed follow-ups, unclear instructions and questions escalated in time.
Confirm that system access still matches the tasks actually assigned.

Define assistant tasks and assess follow-through

Scope document requests, referral introductions, event follow-up and existing-loan review preparation, then test ownership and readiness before the start.

Download a job description

Start with an editable Word or PDF job description, then set the responsibilities, selection criteria and first-90-day plan for your team. No account required.

From assistant brief to a focused shortlist

Mortgage Talent helps clarify the role and search for mortgage-relevant experience. Your brokerage reviews the shortlist, chooses whom to interview, completes its checks and approves the final hire. The selected person's role context can then carry into agreements and onboarding. A company account is needed to edit the template. New accounts can select this role in the library after registration.

Share the enquiry, document and CRM work that needs ownership.
Compare relevant mortgage support experience, systems familiarity and working-hour overlap.
Interview against your fictional enquiry exercise and decide who fits your team.