Broker Support Officer

Company Description Simpology Australia is a Sydney-based technology company that has been building enterprise-grade applications for the mortgage industry since 2007. The team brings together strategists, analysts, and technologists with deep experience in lending, aggregation, and broking. Simpology partners with banks, lenders, aggregators, and brokers to streamline the origination and processing of loan applications. Supported by a board of accomplished Australian business leaders, the company is focused on delivering smart, dynamic tools that challenge the status quo. Team members join a business that values innovation, collaboration, and a genuine passion for improving the lending experience.
Role Description The Broker Support Officer is a full-time hybrid role based in Sydney, NSW, with flexibility for some work from home. As the frontline of the broker experience, you’ll support brokers through live chat and ticketing channels helping them navigate our platform while delivering fast, accurate and professional service. You’ll also play an exciting role in helping us optimise and improve AI-assisted support tools that are transforming how we serve our customers.
What You’ll be doingRespond to broker enquiries in real time live chatManage support tickets through to resolutionProvide accurate information, troubleshooting and guidanceDeliver a professional, friendly and solution focused customer experienceProvide feedback and recommendations to improve AI responsesBuild strong relationships through consistent and helpful supportIdentify opportunities to improve processes and customer outcomes.About YouYou’ll be someone who enjoys helping people, takes ownership of problems and has a genuine passion for customer experience.Experience in customer supportStrong written communication skillsHigh attention to detailComfortable using chat platform and ticketing systemsBonus Points in you haveExperience in a similar role in financial services, lending or mortgage brokering teamsExposure to chat bots or automated support platformsA passion for process improvement and customer experience.
Who you’ll work withReporting to the Broker Support Lead, you’ll work closely with our Customer Managers and Prod escalation teams to ensure brokers receive exceptional support and service.