Broker Support Specialist – Residential and Commercial
Thinktank is one of Australia’s largest and fastest growing Residential and Commercial Property Non-bank Lender with a multi-office presence across Australia.
As an innovative, knowledgeable and established financial services provider with a reputation for professionalism and integrity, Thinktank focuses on building quality internal and external stakeholder relationships in support of our wide range of borrowers and investors.
Role Overview
As the Broker Support Specialist (BSS) – Residential and Commercial, you will play a pivotal role in supporting Thinktank’s broker and white‑label partner network across both residential and commercial lending.
Reporting to the Head of Broker Operations, this role is the first point of contact for inbound broker enquiries, scenarios and escalations, while ensuring credit quality, compliance standards and service levels are consistently met.
Working closely with Residential Account Managers, Relationship Managers and Credit teams, you will contribute to seamless workflows, strong stakeholder relationships and continuous improvement across the third‑party channel.
Key Accountabilities
- Act as a primary point of contact for brokers and white‑label partners, managing scenarios, enquiries and technical product questions
- Manage inbound enquiries via phone, email and Thinktank’s scenario hotline
- Record, triage and manage early‑stage deal scenarios through the sales funnel
- Support Residential Account Managers, Relationship Managers and Commercial Analysts with portfolio management and broker communications
- Assist with workshopping loan scenarios and reviewing submissions to ensure alignment with Thinktank’s credit standards
- Ensure applications comply with NCCP, responsible lending obligations and internal policies
- Maintain high data quality across CRM systems and reporting tools
- Track, manage and report on SLAs, identifying and escalating credit or compliance risks where required
- Attend broker meetings, aggregator events, PD days and partner engagements as needed
- Contribute to process improvement initiatives and foster a collaborative, high‑performance team culture
About You
- 3–5 years’ experience in residential and/or commercial lending, ideally through third‑party channels
- Strong understanding of residential mortgage credit and financial services products
- Proven ability to manage competing priorities while consistently meeting SLAs
- Confident communicator with strong stakeholder engagement skills
- Detail‑oriented with a strong compliance and risk mindset
- Self‑motivated, proactive and sales‑oriented, with a desire to grow your career
- High standards of professionalism, ethics and integrity
Why Thinktank?
We are a little bit different at Thinktank. No bureaucratic processes, politics or egos. Fairness and transparency are our most important values, it’s how we do business and how we look after our team. You will be valued and trusted. You will work with welcoming and knowledgeable colleagues who will help you succeed.
We work a hybrid model of working from home and the office which encourages and supports great work life balance. We offer meaningful employee benefits such as Flex leave in addition to annual leave, a work well allowance and more.
If you are interested in having a confidential conversation, please apply now for an immediate review of your resume or contact Heena Geronimo, People & Culture Manager on hgeronimo@thinktank.net.au
Apply now
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