Broker Support Officer & Application Processing On-Site

Work within BiiGGA to support finance brokers who submit funding applications on behalf of their SME clients. The role manages broker communications and applications from receipt through to decision and settlement, combining customer service and application processing with policy-based serviceability and affordability assessment (training will be provided).

Core functions

Broker Support and Application Processing

• Manage BiiGGA’s finance broker mailbox and respond promptly and professionally to incoming enquiries, applications/scenarios and requests.
• Provide finance brokers with clear information about BiiGGA products, application requirements, processes, progress and next steps.
• Receive, register and process SME funding applications submitted by finance brokers accurately and within agreed service standards.
• Review applications for completeness and request outstanding information or supporting documents.
• Follow up with finance brokers to obtain required information about their SME clients and prevent avoidable delays.
• Maintain regular communication with finance brokers throughout the application process, including updates on status, requirements and decisions.
• Track each application through the pipeline, resolve or escalate hold-ups, and coordinate with internal teams to support timely settlement.
• Maintain complete and accurate application notes, documents and status updates in the relevant systems.

Serviceability and affordability assessment (training will be provided).)

• Review the SME applicant’s financial documents, bank data and relevant trading information to assess its capacity to meet the proposed repayments.
• Complete the prescribed serviceability or affordability calculation based on the funding amount requested and the SME applicant’s financial position.
• Apply company policy, product criteria and approved assessment procedures consistently.
• Determine whether an application meets the required serviceability and policy criteria and approve or decline within the authority assigned to the role.
• Clearly record the assessment, calculation, outcome and any outstanding conditions.
• Escalate applications that fall outside policy, exceed the role’s authority or require further review.
• Communicate decisions and requirements to finance brokers clearly, promptly and professionally.

Required Skills and Experience

• Excellent Excel Skills
• Experience managing a shared mailbox, a high-volume workflow or an application pipeline.
• Experience completing serviceability or affordability calculations and applying lending or product policy is highly regarded.
• Strong customer-service skills and the ability to communicate clearly and credibly with finance brokers.
• Strong attention to detail, organisation and follow-up discipline, with the ability to make timely and consistent decisions within defined policy and authority.
• Comfort working to SLAs and balancing speed, accuracy and service quality in a high-volume environment.
• Proficiency with CRM, application-management or lending systems.
• Full working rights – Must be an Australian Citizen or Australian Permanent Resident.

Advantage

Ability to interpret financial documents, bank data and trading information for serviceability or affordability purposes.