BrokerPad for Brokers: Access and Workflow

BrokerPad collects client information and documents for mortgage applications, with a Mercury integration listed for its Pro plan. Start by confirming your brokerage’s account access, then follow the file from fact-find to broker review and lender lodgement. Keep the handoff complete by checking the receiving application, including any corrected income evidence.

Confirm Product and Access

Confirm that your invitation belongs to the Australian BrokerPad service and that your account has the permissions your job needs. Its published terms identify Brokerpad Pty Limited as the provider. Those terms make the subscriber responsible for authorising guest users and their access.

If your brokerage or aggregator arranges access, ask its administrator which subscription covers your work and who controls the connection to Mercury. Use your approved invitation or saved login destination. An aggregator relationship alone doesn’t establish your access to a particular feature.

BrokerPad’s public description covers fact-finding, document collection and client reports. Your own subscription and assigned permissions determine which functions you can use. Separate those two questions before you send a client an invitation.

1. Have the account administrator confirm your user access and the client records you are authorised to handle.
2. Establish whether your file will move through the Mercury integration or through an exported report and documents.
3. Name the broker who approves the file and the staff member who completes the processing handoff.
4. Record the authorised lender submission route and the person responsible for confirming receipt.

At this point, you need a working account and a clear destination for the completed file. A client fact-find reaching BrokerPad isn’t proof that the lender has received an application.

The mortgage broker platform guides explain other parts of the workflow. For a broader system choice, the mortgage broker CRM guide compares customer relationship management (CRM) needs.

Follow a Client File

Follow the file through information collection, document review and the handoff into your submission system. BrokerPad lists client reports and downloadable documents, plus Mercury data and document transfer under its Pro plan. The processor must reconcile the receiving record before the broker authorises lodgement.

Use these checkpoints as brokerage working practices, alongside the functions available in your account.

1. Collect the client’s fact-find and supporting documents. Match each document to the correct applicant and the period it covers.
2. Review the information against the evidence. Put missing documents and conflicting answers into a follow-up list with a named staff owner.
3. Obtain the broker’s review of the completed information. Record which figures and documents the broker approves for the application.
4. Transfer the file through the enabled Mercury connection or your approved export process. Check that the destination contains the intended client and opportunity.
5. Reconcile the destination before lodging. Compare income figures with the evidence, check attachments and remove superseded documents from the submission pack.
6. Confirm the submission system’s receipt or reference after lodgement. Keep it with the file notes so the team can distinguish preparation from submission.

Example: Correct an Income Document

In this fictional example, processor Jess receives a replacement payslip from client Alex. Alex explains that the earlier payslip shows the wrong overtime amount. Jess has already prepared the file for the broker, but the application hasn’t been lodged.

Jess retains both payslips in the brokerage’s approved document store. She labels the earlier copy as superseded and records when Alex supplied the replacement. This preserves the reason for the change without leaving the old copy in the lender’s submission pack.

Next, Jess updates the client record she is authorised to edit and flags the changed overtime figure for the broker. She records the replacement document’s pay period and the affected income entry. The broker reviews the revised evidence before confirming the income to use.

If the file has already transferred to Mercury, Jess checks the receiving record as well. She reconciles the income entry and replaces the submission attachment through the brokerage’s approved process. She doesn’t assume that changing a source record updates an earlier transfer.

Jess then gives the broker a handoff note identifying the correction and the current submission documents. The broker confirms the revised pack before lodgement. If the lender already has the application, the broker uses the lender’s amendment route and records its acknowledgement.

Keep retained evidence outside the outgoing pack when your account cannot preserve both copies clearly. BrokerPad’s terms require subscribers to maintain copies of their data. Its privacy policy directs clients to their broker for access requests.

Resolve Workflow Problems

Route an access problem to your account administrator, a BrokerPad fault to its technical support and a submission problem to the receiving platform’s support team. First identify where the file stops. That tells the team which record or connection needs attention.

Symptom	Check	Action
You can sign in but cannot open the required client	Ask the subscriber to check your assigned access	Have the administrator correct the authorised access
A document appears in the source file but is missing from the destination	Inspect the intended receiving client and opportunity	Reconcile the transfer with the appropriate platform support team
An exported pack contains the earlier income document	Compare the pack with the approved correction note	Prepare a corrected pack and obtain broker confirmation
The application has no submission receipt	Check the lodgement system’s application status	Resolve the submission status before sending a duplicate

BrokerPad’s published help-desk terms direct technical enquiries to support@brokerpad.com.au after initial diagnosis. For Mercury access or receiving-record problems, use your aggregator’s authorised Mercury support route. Keep the BrokerPad case reference available when both teams need to investigate the handoff.

Send a Redacted Support Request

The following fictional request describes a handoff problem without attaching a client’s payslip or exposing their identity.

Our file reaches BrokerPad document collection, but the expected document is absent from the intended Mercury opportunity after transfer. We confirmed the destination and our authorised access. The problem occurred at 10:15 on 3 October 2026. The redacted error screenshot is attached, with client details removed. Please investigate the document-transfer stage and advise the recovery action. Our broker needs the corrected pack ready for a 3 pm lodgement deadline.

Include the actual error wording when one appears, along with the affected stage and the time it occurred. Send an account or application identifier only through the support team’s approved private channel. Remove client names and financial details from screenshots before attaching them.

While support investigates, assign one staff member to track the case and another to prepare the approved documents. Ask the broker whether the established submission route permits a manual pack. Use that route only with the broker’s approval, and keep a record of what was sent.

If no approved fallback is available, the broker must contact the lender about the deadline before it passes. Update the client with the actual position and the next contact time. Keep one application record so recovery doesn’t produce duplicate submissions.

Before closing the case, inspect the receiving file and confirm that the corrected evidence matches the broker-approved pack. Record the submission receipt and the support case outcome. Leave the file with a named owner until those checks are complete.