Australian Broker Support Officer

Opulent Finance is a Melbourne-based Australian mortgage and finance brokerage. For nearly 15 years we have helped more than 1,500 clients and settled over AUD $1 billion in loans across home loans, refinancing, investment, commercial, SMSF, construction, asset and business finance. We work with a broad panel of Australian banks and non-bank lenders, and our team spans Melbourne, Sri Lanka and Nepal. About the role A dedicated owner for servicing and lender policy We are creating a dedicated role to own everything that happens to a client's loan after settlement, and to be our team's go-to person on lender products and credit policy. You will work closely with our Principal Broker in Melbourne and our loan file owners, keeping existing clients well looked after and making sure every new lending scenario is checked against current lender policy before it reaches the broker. A support role. The broker remains responsible for all product and lender recommendations and for any credit advice given to clients. What you will do 1. Loan servicing and maintenance (existing clients) Track fixed-rate expiries and prepare rollover and repricing requests well ahead of time Run back-book pricing and rate reviews with lenders so clients stay on competitive rates Process loan maintenance requests: rate changes, loan splits, offset and redraw set-up, repayment and direct debit changes, interest-only to principal-and-interest conversions Coordinate loan variations, top-ups, discharges, refinance-outs, security substitutions and portability with lenders, clients and conveyancers Run annual client reviews and post-settlement check-ins, and flag new lending opportunities to the broker Spot retention risks early (clients looking to refinance away, rate concerns) and alert the broker Answer client servicing enquiries by email and phone in a clear, friendly and professional way 2. Lender product and policy support Build and maintain the team's lender policy and product knowledge base across our panel Research lender policy for client scenarios (self-employed, trusts and companies, investors, construction, SMSF, commercial, non-residents) and summarise the options for broker review Prepare serviceability and borrowing capacity calculations and product comparisons using Quickli and lender calculators Track lender rate, policy and product changes and brief the team every week Be the team's first point of contact for "will this lender accept it?" questions, confirming with lender BDMs and credit hotlines where needed 3. Application and settlement backup Support document collection, checklist verification and application preparation when volume is high Help clear approval conditions, order valuations and coordinate settlements 4. Records and compliance Keep accurate file notes, CRM records and audit-ready files Follow our documented processes for privacy, client identification and best-interests duty records Protect client information at all times What you will need At least 2 years' experience in Australian mortgage broking support, loan processing, loan servicing, credit analysis, or with an Australian bank or non-bank lender Solid working knowledge of the Australian residential loan lifecycle, from application to settlement and post-settlement maintenance A good understanding of lender credit policy, serviceability and loan features (offset, redraw, splits, fixed and variable rates, interest only) Excellent written English: clear, accurate and well-structured emails to clients, lenders and the team Clear, confident spoken English suitable for calls with Australian lenders and clients Exceptional attention to detail and the discipline to follow set processes every time Strong organisation: able to manage many files and deadlines at once A reliable work-from-home setup: stable high-speed internet, backup power or connectivity, a quiet workspace, a computer and a headset Ability to work an early Nepal shift aligned to Melbourne business hours, Monday to Friday Highly regarded Hands-on experience with AFG FLEX, ApplyOnline, Mercury, Quickli, SalesTrekker, BrokerEngine, Simpology or similar Australian broker systems Experience with the broker portals and servicing teams of major Australian banks and non-bank lenders Exposure to self-employed, trust, SMSF, construction or commercial lending Certificate IV in Finance and Mortgage Broking, Diploma of Finance and Mortgage Broking Management, or a finance or accounting degree Previous work for an Australian mortgage brokerage, or for a BPO serving Australian lenders or brokers What we offer Attractive salary based on experience A long-term, stable, full-time role with an established Australian brokerage Work from home Full training on our lender panel, systems and processes Work directly with our Melbourne Principal Broker and team A clear growth path into senior processing, credit analysis and team leadership as we grow Exposure to a wide range of lending: residential, investment, commercial, SMSF and $10M+ portfolio clients None