Investigations Consultant (Secondment)

Ray White; Melbourne; On-site; AUD 80,000 - 120,000; Full time

Job summary

A leading mortgage aggregation company in Melbourne seeks an Investigations Officer to uphold broker safety and regulatory compliance. This hands-on role involves conducting investigations, managing broker relationships, and ensuring adherence to NCCP obligations. The ideal candidate will have strong stakeholder engagement skills, relevant qualifications in mortgage broking, and experience in conflict resolution. Join a dynamic team that prioritizes a supportive and efficient working environment.

Qualifications

• Strong understanding of NCCP and broader regulatory regimes.
• Expertise in conducting interviews and handling difficult conversations.
• Extensive experience in mortgage lending or broker businesses.

Responsibilities

• Conduct investigations and resolve issues with brokers.
• Maintain records and support risk functions with reporting.
• Assist in lender engagement and relationship building.

Skills

Stakeholder relationship management

Conflict resolution

Business writing

Education

Certificate IV or Diploma in Mortgage Broking

Job description

LMG is the largest aggregator across Australia and New Zealand supporting a community of over 7000 brokers and advisers. Proudly family-owned and led, LMG supports businesses operating under their own brand or the Loan Market brand, and partners with over 70 banks and lenders. The business has grown rapidly, reaching a $370 billion loan book and helping more than 300,000 customers in 2023.

We're not a conventional company with a lot of rules and hierarchy, and we don’t intend to become one. We're a big company with a start-up attitude. Our success is based on hiring outstanding people and accepting nothing less than being the best at what we do.

We are proud to be named Australian Financial Review BOSS Best Place to Work - Banking, Superannuation and Financial Services & in 2025!

About the role:

Reporting to and working collaboratively with the Manager Investigations, you will be responsible for ‘Keeping our Brokers Safe’ and protecting their customers and our reputation through conducting investigations in a timely and effective manner.

This will be a broker-facing role and you’ll be involved in solving “real life” problems as they arise at a BAU level, but also in coaching and educating brokers on meeting their core obligations, with a particular focus on NCCP red flag obligations.

The role is very hands-on, requiring investment in not only understanding the priorities and operations of the business and our brokers, but also building relationships with key stakeholders, both internal and external

This is a six month secondment role.

Key Responsibilities -

Investigations :

• Responsible for working with lenders, internal and external stakeholders, agreement holders and brokers to resolve investigations in a timely and effective manner
• Responsible for working with internal stakeholders to determine the best outcome of investigation for brokers, while mitigating any ongoing risk for LMG
• Assist with preparation of lender responses, detailing investigation outcomes, our mitigants and supporting broker’s ongoing accreditations where required
• Assist with preparing papers for presentation to the Broker Review Panel where outcome decisions are required
• Responsible for working with internal teams to arrange the separation of brokers post investigation where required
• Responsible for working with internal teams to arrange suspensions of broker’s accreditations/ system access where required
• Assist with the preparation and issuing of warning and breach notices to brokers.
• Work with compliance consultants and distribution colleagues to ensure any subsequent consequence management / training plans etc are put in place
• Maintain accurate records in OpenAFSL and other key systems in a timely manner
• ● Support LMG risk functions with reporting, data and insights

Lender Accreditations & Lender Relationships :

• Assist with engagement of lenders where broker’s accreditations are declined, suspended or terminated
• Assist with our internal teams in communicating accreditation declines, suspensions or terminations to brokers, ACL holders and Agreement holders.
• Work with internal and external stakeholders where challenges to declined lender accreditations are requested.

Productivity :

• Participation in driving improvements in Business Excellence for LMG
• Identifying improvement opportunities and collaborating to create time savings across LMG
• Deliver on our key promises of ‘saving brokers time’ whilst also ‘keeping them safe’

Team :

• Fostering team environment
• Actively involved in creation and delivery of action plans and working with the broader team to reduce the amount of at risk brokers
• Attendance and participation team meetings and broader state check ins with the sales & distribution team
• Actively involved in working groups for process improvement

To succeed in this role you will bring with you -

• Relevant tertiary qualifications, Certificate IV or Diploma in Mortgage Broking preferred
• Working knowledge of NCCP and a strong understanding of the broader regulatory regime particularly, in respect of ASIC obligations, Privacy Act and the Best Interests Duty
• Expertise in conducting interviews both face to face and via electronic mediums
• Extensive experience in mortgage lending and/or broker businesses
• Strong stakeholder relationships experience
• Excellent business writing skills to influence positive outcomes
• Managing difficult conversations and handling conflict
• Working autonomously and excellent time management

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