OXCEL is seeking a highly energetic, organised and people-focused Broker Support Officer to join our growing team in Docklands, Melbourne VIC 3008.

This is a part-time position, Monday to Friday, 10:00am to 4:00pm.

This role is at the heart of our broker network. You will be responsible for supporting brokers from the moment they join OXCEL, throughout their entire journey with us, and where required, through the offboarding process.

A major part of the role will involve broker onboarding, lender accreditations, ongoing broker support, administration, communication and relationship management.

We are looking for someone who genuinely enjoys working with people. You should be naturally friendly, approachable, confident, energetic and positive, with an ability to make brokers feel welcomed, supported and valued.

Technical knowledge can be taught. A great attitude, strong communication skills and a genuine passion for helping people are essential.

Key responsibilities

Your responsibilities will include:

Manage the complete broker onboarding process from initial approval through to activation

Welcome new brokers to OXCEL and provide a professional, friendly and highly supportive onboarding experience

Coordinate and manage lender accreditation applications across OXCEL's lender panel

Follow up accreditation applications with brokers, lenders and relevant internal teams until completion

Maintain accurate records of broker lender accreditations and outstanding requirements

Assist brokers with obtaining access to lender portals, systems and relevant platforms

Provide ongoing support to brokers with general operational, administrative and platform-related enquiries





Assist brokers with understanding OXCEL processes, lender requirements, policies and procedures

Coordinate broker documentation including agreements, compliance documents, identification and accreditation requirements

Maintain accurate and up-to-date broker profiles, records and supporting documentation

Monitor onboarding progress and proactively follow up brokers where information or documents are outstanding

Assist brokers with changes to their business details, contact information, ACL or CRN information and other ongoing requirements

Coordinate the broker offboarding process, ensuring lender, system and internal access requirements are properly managed

Liaise with lenders, aggregators, compliance teams and internal departments on behalf of brokers

Respond to broker enquiries via phone, email and other communication channels promptly and professionally

Help brokers navigate internal systems, lender portals and OXCEL resources

Support broker training sessions, lender presentations, webinars and career development activities

Proactively check in with brokers and help identify where additional support may be required

Escalate broker issues internally and follow them through until a satisfactory outcome is achieved

Assist with broker communications, announcements, lender updates and procedural changes





Identify opportunities to improve the broker onboarding and support experience

Maintain a high standard of administration, accuracy, confidentiality and regulatory compliance

Become a trusted point of contact for brokers within the OXCEL network

What we're looking for

For this position, personality and communication skills are extremely important.

We are looking for someone who is:

Naturally high-energy, positive and bubbly

Friendly, approachable and confident when speaking with people

An excellent communicator both over the phone and in writing

Comfortable building relationships with brokers, lenders and internal team members

Someone who enjoys helping people and solving problems

Highly organised and able to manage many different tasks at the same time

Proactive rather than waiting to be told what to do

Excellent at following up and ensuring tasks are completed

Detail-oriented and accurate with documentation and data

Professional, reliable and accountable

Comfortable working independently while also being part of a collaborative team

Confident using Microsoft Office, CRM systems and online business platforms

Able to learn new systems, lender policies and processes quickly

Experience within finance broking, mortgage broking, asset finance, banking, lending, aggregation or financial services would be highly regarded, however it is not essential for the right person.

Experience in customer service, relationship management, administration, account management, recruitment, hospitality or another people-focused environment may also translate very well i

📌 Broker Support Officer (Melbourne)
🏢 OXCEL
📍 Melbourne