Broker Support Specialist

About the role:

Behind every settled loan is a broker or installer who needed the right support at the right moment and a partner team that delivered it. As a Broker Support Specialist at Plenti, you'll be that support: guiding our broker and installer partners through the loan acquisition journey, resolving issues with speed and precision, and helping them deliver a seamless experience to their own customers.

This is a role for someone who thrives on solving problems in real time, communicates with clarity and confidence, and takes genuine pride in being the person partners know they can rely on.

Key responsibilities:

• Supporting brokers and installers across every stage of the loan journey - application, approval and settlement
• Responding to inbound calls and emails promptly, professionally, and with a solution-first mindset
• Building trusted relationships with referring partners by understanding their needs and anticipating what they'll need next
• Troubleshooting issues and navigating internal systems, escalating where needed to ensure fast, effective resolution
• Partnering with internal teams to deliver a coordinated, consistent experience for every partner
• Maintaining accurate records and ensuring every interaction meets regulatory and policy standards
• Deepening your product and process knowledge to handle an increasingly broad range of partner queries with confidence
• Identifying trends and recurring issues and contributing ideas that improve the referrer experience over time

About you:

You're passionate about customer service and it shows in everything you do. From the way you listen, the way you follow through, the way you make people feel heard. You thrive in fast-moving environments where no two enquiries are the same, and you take real pride in turning a tricky problem into a happy partner.

• 1-3 years' experience in a fast-paced customer service environment (retail, hospitality, contact centre or similar)
• Strong written and verbal communication skills, with the ability to explain complex processes clearly
• Confidence using CRM systems and digital tools to manage enquiries and maintain records (Salesforce or Zendesk experience an advantage)
• A proven ability to manage competing priorities without compromising on accuracy or attention to detail
• An awareness of regulatory obligations in customer-facing roles - full training provided
• An adaptable, team-oriented mindset and genuine enthusiasm for learning