Operation and Broker Onboarding Support Officer-Mandarin Required

Role Summary

The Operation and Broker Onboarding Support role provides operational and administrative support across daily business activities and the broker onboarding process. The position is responsible for coordinating stakeholders, managing onboarding documents, maintaining trackers, following up on outstanding items, supporting system setup and handover, and ensuring tasks are completed accurately and on time.

The successful candidate will be organised, detail-oriented, and proactive, with the ability to manage priorities, communicate clearly, identify risks, elevate issues when needed, and maintain accurate records of actions and completion evidence.

Role Focus

The role focuses on two areas: broker onboarding support, including documentation, compliance coordination, system preparation, and handover; and operation support, including task tracking, stakeholder follow-up, reporting, record management, and support to the Director / Operations Lead.

I. Key Responsibilities

The responsibilities are grouped into broker onboarding support and broader operation support. In both areas, the role is expected to maintain visibility, manage follow-up, identify risks, and ensure tasks are closed with written evidence.

1. Broker Onboarding Support

- Support the full broker onboarding process from application receipt to onboarding completion and handover.
- Collect, review, and follow up on required documents such as Cert IV, Diploma, CRN/ACL, AFCA membership, Professional Indemnity Insurance, identification documents, training records, and signed forms.
- Check onboarding files for quality issues including expired certificates, name discrepancies, missing signatures, incorrect dates, incomplete training records, and inconsistent information.
- Coordinate police checks, credit checks, reference checks, aggregator requirements, licensee requirements, lender accreditation, mentor arrangements, association memberships, and training completion.
- Maintain the broker onboarding tracker with clear status, outstanding items, owner, deadline, days outstanding, risk level, next action, escalation date, and completion evidence.
- Follow up with brokers, BDMs, Compliance, Credit, Finance, Marketing, and external parties until each onboarding item is properly closed.
- Set up and maintain CRM entries, email accounts, system permissions, document folders, and onboarding records.
- Arrange onboarding completion handover and coordinate 30/60/90-day follow-up actions where required.

2. Operation Support

- Track daily operational tasks and ensure each task has a transparent owner, deadline, current status, next step, and completion evidence.
- Support the Director / Operations Lead with task coordination, meeting preparation, meeting minutes, action-item tracking, calendar coordination, and progress reporting.
- Coordinate with Credit, BDM, Compliance, Finance, Marketing, vendors,



brokers, candidates, and external partners to move operational matters forward.
- Identify workflow gaps, repeated errors, delayed responses, SLA risks, and unclear responsibilities, and elevate with facts, impact, options, and recommended next steps.
- Draft clear English emails, internal notices, status updates, checklists, SOPs, and process notes.
- Prepare concise daily or weekly updates covering completed items, pending items, overdue items, risks, and decisions required.
- Maintain operational folders, trackers, records, and document version control in Microsoft 365, Excel, CRM, SharePoint, or OneDrive.
- Prioritise work based on urgency, importance, business impact, compliance risk, and stakeholder dependency.
- Checklist- and tracker-oriented work style; does not rely on memory for critical follow-up items.
- Able to manage multiple broker onboarding cases and operational tasks simultaneously without losing visibility of deadlines or dependencies.
- Strong document review and quality-control mindset, especially for compliance-sensitive broker onboarding materials.
- Proactive follow-up style; can chase owners politely but firmly and confirm actual closure rather than only sending reminders.
- Can communicate differently with management, execution teams, brokers, and external parties: conclusion and risk for management; owner, deadline, and completion standard for execution teams; clear missing items and next steps for brokers.
- Comfortable using Microsoft 365, Excel, CRM, SharePoint/OneDrive, folders, checklists, SOPs, and basic reporting tools.
- Able to identify risk early, propose practical options, escalation appropriately, and keep written evidence of key actions and outcomes.

III. Core Competencies

1. Integrity and Accuracy

This role handles broker onboarding records, compliance documents, internal operational updates, and business-sensitive information. The candidate must be honest, accurate, and transparent when reporting task status, document issues, delays, and mistakes. They must not hide errors, change facts to avoid responsibility, or provide incomplete updates that make an issue appear resolved when it is still outstanding.

2. Confidentiality and Boundary Awareness

The candidate must understand that broker files, compliance checks, candidate information, internal decisions, pricing, contracts, and Director-level communications may be confidential. They must know what can be shared with brokers, BDMs, Compliance, Credit, Finance, Marketing, or external parties,



and what must remain restricted or be escalated to the appropriate decision-maker before disclosure.

3. Ownership and Closed-Loop Follow-Up

The candidate must take responsibility for outcomes, not just individual actions. A task is not complete simply because an email was sent or a reminder was issued. They are expected to track the owner, deadline, current status, next action, risk level, and completion evidence until the matter is genuinely closed.

4. Risk Awareness and Escalation Judgement

The candidate must be able to identify when an onboarding item, document issue, delayed response, unclear responsibility, or operational task may create compliance risk, SLA impact, broker dissatisfaction, or business delay. When escalation is required, they should provide facts, impact, actions already taken, available options, and a recommended next step.

5. Professional Communication and Stakeholder Management

The candidate must communicate clearly and professionally with brokers, BDMs, Credit, Compliance, Finance, Marketing, external vendors, and management. They should be able to adjust their communication style depending on the audience: concise risk and decision points for management, owner/deadline/action items for internal teams, and clear missing documents and next steps for brokers.

- Able to follow up politely but firmly without damaging working relationships.
- Does not simply forward messages; translates information into clear action items, owners, deadlines, risks, and required decisions.
- Keeps written records of important follow-ups, decisions, escalations, and completion confirmations.
- Maintains a calm and professional tone when dealing with urgent requests, repeated delays, or conflicting stakeholder priorities.

IV. Key Skills

Organisation: Ability to manage multiple broker onboardings and Director tasks simultaneously.

Attention to Detail: Ability to spot expired certificates, name discrepancies, missing documents, and date errors.

Follow-up: Proactive in tracking tasks without needing Director reminders.

Written Communication: Ability to draft clear, professional English emails and notices.

Verbal Communication: Ability to politely but firmly request information from brokers.

Prioritisation: Ability to distinguish between urgent, important, and deferrable tasks.

Systems: Proficiency in Microsoft 365, Excel, CRM, SharePoint/OneDrive.

Documentation: Ability to maintain checklists, trackers, SOPs, and document version control.

Problem-solving: Ability to propose 1–2 solutions simultaneously when encountering issues.

Reporting: Ability to provide brief updates on completed items, pending tasks, risks, and items requiring Director decisions.

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📌 Operation and Broker Onboarding Support Officer-Mandarin Required (New South Wales)
🏢 Myloans Services
📍 New South Wales