The job description
Replace the bracketed fields and keep the duties that match your actual workflow.
- Organisation
- [Organisation name]
- Location & work model
- [Location; onsite, hybrid or remote]
- Employment type & hours
- [Employment type, weekly hours and time-zone overlap]
- Remuneration
- [Confirmed pay range, currency, superannuation and any incentive terms]
- Reports to
- [Named manager; suggested position: Brokerage operations manager]
- Systems & access
- [Approved systems, records and access scope]
- Authority & supervision
- [Permitted tasks, decisions, reviewer and escalation route]
- Required qualifications
- [Employer-confirmed licences, registrations, training or accreditations]
About the organisation
[Describe the actual business, team and customers in two or three factual sentences.]
Role purpose
Coordinate the support queue, coach administrative staff and make sure brokers receive complete handoffs and timely escalation of unresolved work.
Key responsibilities
- Allocate support tasks according to readiness, skill and available capacity.
- Define handoff standards, checklists and approved communication routes.
- Coach staff and review representative samples of completed work.
- Track queue age, missing inputs and interruptions to identify the real constraint.
- Coordinate leave cover and protect review time for complex questions.
- Keep improvements and access changes subject to the relevant owner's approval.
Essential capabilities
- Experience in mortgage support and supervising administrative workflows.
- Ability to coach constructively and distinguish staff errors from unclear inputs.
- Strong prioritisation and workload planning.
- Clear escalation judgement and reliable records.
Useful experience
Queue management · Support coaching · Coverage planning. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Broker assistants, intake staff, brokers and processors. Confirm the actual owners and handoff routes.
How to apply
[Application route, closing date, contact and any adjustment request process.]
We assess candidates against the role-relevant criteria and use a fictional work sample.
What good looks like.
Agree the pace, reviewer and measures with the person you hire.
Map the support queues, owners and current handoff gaps.
Establish consistent allocation, review and escalation routines.
Improve one recurring queue or rework issue and verify the change with the team.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- How would you manage a support queue that is growing while staff are waiting for broker decisions?
- Describe a relevant piece of work, the checks you used and what you did when the instructions or evidence were incomplete.
- How would you organise competing deadlines, record your decisions and escalate a risk to the next handoff?
A practical work sample
Review a fictional workload board and staff roster. Build a day's allocation plan, identify dependencies and propose a review and cover schedule.
Use fictional information and the same instructions for shortlisted applicants. Agree adjustments and timing beforehand. Score accuracy, reasoning, communication and appropriate escalation; this exercise should not produce live client work.
Before you post.
- Replace every bracketed field with the actual employer, working arrangement and pay terms.
- Choose the duties the role will really own; remove unrelated tasks and separate essential from trainable skills.
- Confirm the task authority, supervision, qualifications and access with the responsible employer or licensee.
- Check pay and conditions against the applicable employment requirements before advertising.
- Use the same role-relevant selection criteria and fictional work sample for shortlisted applicants; invite adjustment requests.
- Name the reviewer and agree realistic first-90-day outcomes before the person starts.
Credit authority and appointment
Confirm the actual activities and appointment arrangement with your licensee. ASIC explains that employee and contractor arrangements can differ; a job title does not settle the scope. ASIC guidance
Pay and advertised conditions
Use confirmed pay terms and check the applicable minimum entitlements before publishing the advertisement. Fair Work Ombudsman guidance
A clear hiring process
Confirm the employment arrangement, duties and working conditions as part of preparing the role. Fair Work Ombudsman guidance
Information and access
Agree how personal information will be handled and the records and systems the role may access. OAIC guidance