Senior Credit / Broker Assistant (Mandarin Required)

Job Description

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Broker Support Officer / Broker Assistant – Residential, Commercial and Private Lending
About the Role

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We are seeking an experienced, detail-oriented and proactive Broker Support Officer / Broker Assistant to join our growing financial services team. This role is responsible for providing high-quality administrative, credit and client-service support to brokers across residential lending, commercial lending, private lending and other complex finance transactions. The successful candidate will play a key role in helping brokers manage client enquiries, prepare loan applications, progress approvals and deliver a professional and responsive client experience from first contact through to settlement and ongoing review.

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This position is suited to a mature lending professional with at least three years of relevant loan-processing, broker-support or credit-support experience. The role requires strong residential lending knowledge, practical experience with commercial and private lending, excellent communication skills and the ability to work closely with brokers in a fast-paced, client-focused environment.

Key Responsibilities \n
Broker Support and Loan Processing \n
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  Support brokers throughout the end-to-end loan application process, including initial enquiry, document collection, preliminary assessment, application preparation, submission, approval, settlement and post-settlement follow-up.

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  Prepare, review and organise client supporting documents, ensuring information is complete, accurate and suitable for lender assessment.

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  Assist brokers with lender research, product comparisons, servicing checks, pricing requests and preliminary loan structuring.

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  Prepare loan applications, credit notes, servicing summaries, submission documents and supporting materials for residential, commercial and private lending transactions.

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  Submit and manage applications through lender portals, aggregator platforms and CRM systems, ensuring all notes, milestones and client records are updated promptly.

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  Monitor applications and proactively follow up lender conditions, outstanding documents, valuation requirements, loan documents and settlement tasks.

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  Coordinate with valuers, solicitors, accountants, lenders, aggregators and other stakeholders to keep each application progressing efficiently.

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Client Communication and Relationship Support \n
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  Act as a professional and reliable point of contact for clients during the loan process, providing timely updates and clear explanations of next steps.

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  Communicate with clients in a patient, respectful and service-focused manner, ensuring they understand document requirements, application progress and key deadlines.

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  Build trust with clients by responding promptly to enquiries, following up proactively and escalating urgent issues to the broker when required.

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  Help brokers maintain strong client relationships by preparing update messages, requesting missing information, coordinating appointments and supporting post-settlement service.

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  Adapt communication style to suit different client needs, including first-home buyers, investors, business owners, self-employed borrowers and clients with complex lending requirements.

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  Support client retention by assisting with annual reviews, refinancing opportunities, loan variations and ongoing service touchpoints.

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Credit, Compliance and Transaction Support \n
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  Conduct preliminary assessments of income, expenses, assets, liabilities, borrowing capacity, loan-to-value ratios, repayment capacity and supporting financial information.

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  Review payslips, bank statements, tax returns, BAS statements, company financials, rental income evidence, trust documents and other financial records.

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  Assist with commercial and private lending files by preparing finance summaries and reviewing borrowing structures, use of funds, security arrangements, repayment sources and exit strategies.

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  Identify missing information, inconsistencies, potential credit risks and lender policy issues before submission.

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  Support brokers in meeting responsible lending obligations, Best Interests Duty, privacy requirements, AML/CTF obligations and internal compliance standards.

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  Handle confidential client and company information professionally, carefully and discreetly at all times.

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Build Credit Capability & Operational Excellence \n
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  Build, refine and maintain practical credit tools and frameworks, including a comprehensive lender matrix, scenario templates, credit assessment frameworks, deal triage rules, escalation matrices and QA checklists.

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  Develop and organise a training library and a complex-case knowledge base to upskill team members and streamline onboarding.

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  Continuously track, analyse and optimise key performance metrics including decline rates, reworks and turnaround times (TAT) to improve deal quality and approval efficiency.

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What We’re Looking For \n
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  Minimum three years’ experience in loan processing, broker support, credit support, banking operations or a related finance role.

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  Strong hands‑on residential lending experience, with practical exposure to commercial lending and private lending.

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  Solid understanding of the loan process from preliminary assessment and document preparation through to submission, approval, settlement and post‑settlement service.

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  Strong credit analysis capability, including the ability to assess serviceability, borrowing entities, security structures, income types, risks and exit strategies.

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  Excellent written and verbal communication skills, with the ability to explain finance requirements clearly and professionally to clients.

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  Strong commitment to client service, including responsiveness, patience, proactive follow‑up and attention to detail.

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  Ability to manage multiple applications, stakeholders and deadlines while maintaining accuracy and service quality.

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  Ability to work closely with brokers, adapt to their workflow and priorities, and support their preferred client‑service standards.

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  Proficiency with Microsoft Office, Adobe, CRM systems, aggregator platforms and lender portals.

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Preferred Experience and Qualifications \n
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  Previous experience working for a mortgage brokerage, aggregator, bank, non‑bank lender or private lender.

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  Experience supporting self‑employed borrowers, trusts, companies, SMSFs and complex income structures.

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  Experience in commercial property finance, business lending, construction finance, bridging finance, short‑term finance or non‑bank lending.

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  Ability to prepare finance summaries and submission materials for commercial and private lending transactions.

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  Qualification in Finance, Business, Accounting, Economics or a related discipline.

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  Certificate IV or Diploma in Finance and Mortgage Broking will be highly regarded.

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  Mandarin language skills will be highly regarded due to the communication needs of some clients and broker networks.

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Why Join Us? \n
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  Broad lending exposure: Work across residential, commercial, non‑bank and private lending transactions.

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  Client‑focused environment: Support brokers in delivering responsive, professional and relationship‑driven service to clients.

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  Career development: Build your credit analysis, loan structuring and client‑management capability, with potential progression into senior broker support, credit analyst, loan writer or credit management roles.

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  Complex finance experience: Gain exposure to diverse borrowing structures, income types, security arrangements and lender solutions.

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  Supportive team culture: Join a team that values accountability, collaboration, accuracy and long‑term client relationships.

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Essential Recruitment Criteria \n
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  Minimum three years’ relevant loan‑processing, broker‑support or credit‑support experience.

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  Strong residential lending experience.

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  Practical hands‑on commercial lending experience.

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  Ability to support private lending or non‑bank lending transactions.

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  Strong client communication skills and a genuine customer‑service mindset.

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  Valid working rights in Australia, including Australian citizenship, permanent residency or an appropriate visa with suitable working rights.

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