Your Broker Support Centre
1300 137 532
Mortgage Central is designed to service Brokers by answering their enquiries in regards to
-
Accreditation
Progress of the loan applications through to settlement
Password resets
Loan Scenario and Product Information
Mortgage Central’s Hours of Operation Australia wide are 9.00am - 7.00pm (EST) Monday to Friday.
Enquiries
Contact number for Mortgage Central is 1300 137 532. There are 6 options:-
Option 1 - Loan Progress
Option 2 - Scenario & Product information (handled by Scenario Specialists)
Option 3 - Electronic Lodgement Enquires
Option 4 - Non Resident Lending Enquiries
Option 5 - Atoms Password Resets
Option 6 - Other Enquires
Mortgage Central also has an email address - brokersupport@stgeorge.com.au. There is a 24-hour turnaround time for these emails to be actioned.
Loan Progress - Mortgage Central services the Broker from the time the Broker lodges the application to the processing unit until settlement of that loan. The consultants are trained to ID the broker or broker assistant by identifying 3 pieces of information on the loan prior to disclosing any information relating to the loan.
Consultants have access to the Bank’s systems including ATOMS, CLAS and LIS and can update Brokers based on the information that is on these systems. If consultants are unable to resolve the enquiry or further action needs to be taken they will escalate the call to the Lender.
Scenario & Product Information - These enquiries are handled by our Scenario Specialists, in loan scenarios, as well as all enquiries about fees, charges and products.
ATOMS Password Resets - When a Broker needs to have their ATOMS password reset, Mortgage Central can do this over the phone. The consultant must be able to identify the broker prior to resetting their password and therefore request that Brokers supply their full name, company, phone number and email address.
All Other Enquiries:
Accreditation - Brokers who call about accreditation are referred to the information on the broker website. Consultants will talk them through it if necessary.
Post settlement enquiries - Generally, consultants will service the Broker up until settlement of the loan. After settlement the customer can then contact our Lending Service Centre on 133330 for all enquiries about their loan.
If the Broker is enquiring about disbursements, the information given out would depend on when the loan settled. All customers receive a disbursement letter approximately one week after settlement.
Request for applications or brochures - Broker Support do not stock application forms or any marketing material. Brokers are referred to the website or to their BDM.
Service Levels
Each morning Mortgage Central is provided with an update of service levels for loan processing and conditional approvals. Consultants quote these service levels to Brokers when they call. Consultants will only escalate a Broker enquiry to a Lender if it is urgent or outside the service level agreement.
Customer Calls/Enquiries
Currently the Mortgage Central contact number is printed on LODs as a point of contact for the customer. When the customer phones Mortgage Central to make enquiries, consultants will try to assist with the initial enquiry but they will encourage the customer to refer to their broker for assistance. If the customer refuses to go to the Broker the consultant will contact the lender to discuss with the customer. If a broker gives out the Mortgage Central number to their customers, consultants will refer the brokers name to the appropriate BDM. Mortgage Central consultants are unable to directly identity the customer. Their role is to deal with the Broker only.
Changes to Loan Structure
Any changes to loan structure including changes to interest rates, loan amount or enquiries regarding valuation amounts are forwarded directly to the Lenders. The Lenders prefer to have these requests in writing in order to confirm the request and avoid errors.
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