AU Mortgage Broker Support (Mercury & AOL) - Remote

The client is an Australian finance-broking business based in Queensland. The business provides tailored finance solutions across home loans, refinancing, investment lending, commercial finance, business loans, equipment finance and personal lending. With access to a broad panel of banks and lenders, they works closely with clients to understand their circumstances and identify suitable finance solutions. The team is committed to providing a personalised, efficient and well-organised experience from the initial enquiry through to application and settlement. Role Overview We are seeking an experienced and highly organised Mortgage Broking Support Specialist to assist with loan administration, client follow-ups, compliance documentation, serviceability calculations and application preparation. The successful candidate will help maintain accurate and complete client files in Mercury, follow up on outstanding documents and assessment requirements, prepare compliance and Best Interests Duty notes, and support the submission of applications through ApplyOnline. This role requires strong attention to detail, practical knowledge of the Australian mortgage-broking process and the ability to manage multiple client files at different stages. The key objective is to provide dependable back-office support so brokers can spend more time advising clients while ensuring applications remain accurate, compliant and moving forward. Key Responsibilities Client Communication & Follow-Ups Send professional reminders to clients regarding outstanding information, documents and upcoming requirements. Follow up on requested supporting documents, including payslips, bank statements, identification and other application evidence. Follow up on additional documents or information requested during lender assessment. Check received documents against the outstanding requirements list and update the client file accordingly. Keep clients informed of the next administrative steps in the application process. Escalate delays, incomplete information or client concerns to the broker promptly. Maintain clear and professional written communication throughout the client journey. Compliance & Best Interests Duty Notes Assist with preparing accurate compliance and Best Interests Duty notes based on information and instructions supplied by the broker. Ensure relevant research, discussions, product comparisons and supporting information are clearly documented. Check that required compliance documents and disclosures are present in each client file. Maintain complete and orderly records to support internal reviews and potential audits. Identify missing or inconsistent information and refer it to the broker for clarification. Ensure all compliance work is completed in accordance with the business’s procedures and remains subject to broker review and approval. Serviceability & Lender Research Support Accurately enter client income, expenses, liabilities, assets and proposed lending details into lender or aggregator serviceability calculators. Review the entered information carefully to ensure calculations reflect the client’s supplied documents. Research lender policies and servicing requirements to identify options that may suit the client’s circumstances. Compare servicing outcomes across relevant lenders and clearly document the results for broker review. Check key policy considerations, including income treatment, employment type, liabilities, loan-to-value ratio and supporting-document requirements. Flag policy exceptions, servicing concerns or unclear information to the broker. Ensure that all lender recommendations and final credit advice remain the responsibility of the authorised mortgage broker. Mercury CRM & File Management Create, maintain and update client records in Mercury. Ensure personal details, employment information, financial information, application data and contact records are current and accurate. Tidy and organise Mercury files so documents, notes, tasks and application information are complete and easy to locate. Apply consistent file names, categories and document-management procedures. Update file notes after client communication, document receipt and application activity. Check client files for incomplete fields, duplicate information or outdated records. Maintain accurate task lists and follow-up dates across active applications. Loan Application Preparation & Submission Prepare loan applications for submission based on the broker’s ins