Mercury Nexus for Brokers: Records and Lodgement

Mercury Nexus is Connective’s broker platform for managing client records, preparing files and handling application lodgement through connected services. Keep the client’s information consistent across the record, servicing calculation and application before you submit. A change to your brokerage’s internal stage doesn’t establish that the lender has received the application.

Identify the Platform Boundary

Mercury Nexus manages the brokerage’s client workflow, while the connected lodgement service sends the application for lender assessment. Connective’s public platform page lists client management, compliance tools, borrowing-capacity calculators and a client portal. Its compliance support page identifies ApplyOnline and LoanApp integrations.

Connective is the aggregator, Mercury Nexus is its broker platform and Connective Home Loans is its lending brand. The Client Portal collects information from clients. Connective Wiki supplies help material, while the public Mercury status page reports service incidents.

Start at Connective’s Mercury login using your own staff account. The public login has a Forgot Password option and directs access problems to Mercury Helpdesk at helpdesk@connective.com.au. Connective includes platform access with membership, but your team’s assigned access still determines which records and actions you can use.

Before working on a file, establish which service your brokerage uses to lodge that lender’s application. Open the client record you need, confirm you can access its documents and check who is authorised to submit. If a required action is unavailable, resolve your access with the brokerage administrator or Mercury Helpdesk before handing the file forward.

Documentation Walkthrough: Record to Lender

Follow this file-control sequence alongside Connective’s help material for your chosen lodgement route.

File component	Where to check	Evidence to retain
Client information	Mercury Nexus client record and collected client information	Current household details and dated changes
Supporting documents	The client file, then the application’s document requirements	Correct document versions and proof they accompany the application
Application information	The connected lodgement service	Applicant details and financial inputs matching the reviewed file
Submission progress	Lodgement service acknowledgement, then lender communications	Submission reference, received time and subsequent lender status
Internal workflow	Brokerage stage and assigned tasks	Staff member responsible for the next action

Review the application after information passes between systems. A completed client record doesn’t prove every application field or attachment has transferred. Record each system’s reference so a processor can identify the same file without relying on the client’s name alone.

An internal stage marked ready for submission records your team’s progress. A submission acknowledgement records receipt by the receiving system. Lender acceptance or approval requires the lender’s own status or communication.

The broker platform guides cover the tools used across a brokerage. For the distinction between maintaining records and sending applications, read the mortgage broker loan origination software guide.

Prepare the Client File

Reconcile household information and financial evidence, then assign the review and submission responsibilities. Work through these checks before the application proceeds.

1. Identify every applicant and their household relationships. Check contact details and dependants against the information the client supplied.
2. Match income and living expenses to the supporting documents. Keep the evidence period clear when a statement covers only part of a month.
3. Review each liability’s balance, limit and repayment. Record which applicant owes it and whether the application proposes to retain or repay it.
4. Check document versions and missing items. Replace an outdated source in the working pack while preserving the file’s change history.
5. Confirm the broker and processor can access the records needed for their roles. Assign the final review and lodgement tasks to named staff members.
6. Compare the completed application with the reviewed client file. Resolve differences before submitting, and retain the servicing result tied to those inputs.

A permission problem needs an access correction. A missing or incorrect financial figure needs a record correction. Sending the same incomplete file to another staff member doesn’t resolve either problem.

Worked Example: A Revised Credit Card Liability

In this hypothetical file, a processor records a client’s credit card limit as $5,000. The broker completes initial servicing research using that figure. Before lodgement, a current statement shows that the limit is $15,000 and the balance is $2,000.

The limit has increased by $10,000. The balance and limit describe different things, so entering only the $2,000 balance leaves the correction incomplete.

The processor checks the statement’s date and account holder, then updates the source client record. They record the old limit and new limit in a dated file note. The broker then reviews every place that used the earlier information.

• Update any fact find or financial summary prepared from the old record.
• Check the card’s limit, balance and repayment in each servicing calculation used for the lender selection.
• Recalculate servicing with the selected lender’s treatment of the corrected liability. Keep the new result and its input record.
• Review the application in the lodgement service for the same figures, including any separately entered fields.
• Replace affected application documents and tell the staff member responsible for submission that the earlier calculation is superseded.

Changing the client record alone doesn’t establish that a saved calculation or application has updated. Open each downstream record and compare the values. The final pack needs the $15,000 limit wherever that limit is required, with the $2,000 balance in its separate field.

If recalculation changes the lender choice or proposed loan amount, revise those parts of the file before lodging. If the application has already been submitted, use the lender’s amendment process and retain its acknowledgement of the correction.

The mortgage broker CRM guide explains customer relationship management (CRM) requirements for shared records and team handoffs.

Track Lodgement and Support

Track lodgement in the service that sends the application, then follow the lender’s acknowledgement and assessment updates. Keep Mercury Nexus’s internal stage consistent with that evidence. Assign one staff member to follow up a missing acknowledgement so the whole team knows who is checking receipt.

When the internal stage and receiving system disagree, compare the application reference and submission time first. Check whether the file remains a draft, whether a validation error stopped submission or whether a receipt exists elsewhere. Match the documents sent with the documents requested before assuming the lender has the full pack.

If a submission acknowledgement is missing, preserve the attempted submission details before trying again. Record the lender, application reference and time of the attempt. Capture any error message and the receiving service’s current status.

Mercury’s public status page separates services such as login and documents, which helps identify a wider incident. An operational status doesn’t prove that a particular application reached the lender. Ask Mercury Helpdesk at helpdesk@connective.com.au to investigate a Mercury access or integration problem.

For a file already acknowledged by the receiving service, use that service’s support route or the lender’s broker support channel to trace receipt. Supply the application reference so support can distinguish the submitted file from a local draft. Share client documents only through the support channel’s approved secure method.

Keep the support response with the file and record who will act next. Before resubmitting, establish whether the original application was received to avoid creating a duplicate. Close the follow-up task when the receiving service or lender confirms the application’s actual status.