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: Mortgage broker or broker support team leader]
- 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
Support an Australian mortgage broking team with accurate client records, document collection and timely file updates from enquiry through settlement.
Key responsibilities
- Maintain client and loan records in the brokerage CRM.
- Request and organise outstanding documents against the broker’s checklist.
- Prepare meeting notes, task lists and status updates for the broker.
- Track file milestones and flag missing information or approaching deadlines.
- Prepare a daily exception list with a named owner and next action for each item.
- Keep appointment, document-request and handoff templates current under the team's approval process.
Essential capabilities
- Experience in Australian mortgage administration or a similar financial services support role.
- Strong written communication, accuracy and discretion with client information.
- Ability to follow documented processes and escalate exceptions promptly.
Useful experience
Broker CRM · Document management · Microsoft 365 · Client communication. Keep these desirable rather than essential unless the work requires them on day one.
Working relationships
Brokers, processors and the client service team. 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.
Learn the intake checklist and keep a supervised enquiry queue current.
Own agreed administrative tasks with traceable updates and timely escalation.
Review queue age and recurring missing inputs with the broker and improve one handoff.
Look for evidence of the work.
Use these prompts to understand the candidate's judgement, accuracy and communication.
- A client asks you which lender to choose while you are collecting documents. How do you respond and record the handoff?
- 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
Using a fictional enquiry inbox, prioritise five follow-ups, identify missing intake information and write an approved appointment message. Explain which questions you would refer to the broker.
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