MyCRM for Brokers: Records and Handoffs

MyCRM is Loan Market Group’s (LMG) client and deal-management platform for brokers in the LMG and Loan Market networks. A useful handoff keeps the client’s current information with the lending opportunity and gives the next team member a named task owner.

Start with the MyCRM access supplied by your network. Then organise the household’s records and agree how your team changes the file’s stage. The workflow below describes the records to maintain without assuming your brokerage uses a particular screen layout.

Identify the Correct MyCRM

The mortgage-network MyCRM is the platform built by LMG, used by Loan Market brokers and other LMG network businesses. LMG’s technology page describes a platform covering residential, commercial and asset finance.

Other products use MyCRM or “my CRM” in their names, including real estate and general sales systems. Their help articles can use familiar words such as contacts or opportunities while describing a different product. Identify the provider before following instructions or installing an extension.

Use the sign-in link supplied through your Loan Market or LMG onboarding and your own staff account. If you need access, ask your brokerage administrator to arrange the correct business and role. For help finding the network’s access support, contact LMG on 1800 275 564.

A client fact-find invitation is a different access route from a staff account. The client supplies their information through the invitation you send. Your colleague needs authorised staff access to take over work inside the brokerage.

LMG’s current product description includes digital fact finds, document collection and a dashboard that tracks deals from lead to settlement. It also describes configurable workflows and follow-ups. Those functions support the record and handoff process below, while your network setup decides the stages and actions available to each role.

For the broader choice of customer relationship management (CRM) software, the mortgage broker CRM guide compares systems by the work a brokerage needs to manage. The broker platform guides cover other network systems and their access routes.

Organise the Household and Opportunity

Keep each person’s information clear and connect it to the lending opportunity your team is working on. Treat the household as the people whose finances affect the enquiry, then record who is actually applying for credit.

A couple living together can have a joint purchase enquiry without both people being borrowers. A guarantor also needs their role identified separately. Use the party relationships available in your configuration and write the intended relationship in the file notes when another team member needs context.

Move an Enquiry Into an Assigned File

Use this sequence as a record checklist within your brokerage’s MyCRM workflow.

1. Find the existing client records before creating new ones. Compare the name and contact details so a returning client’s evidence stays with the right person.
2. Record the enquiry’s purpose. Identify the intended borrowers and any other party whose information your team needs for the application.
3. Keep the consent record with the file. Record what each client authorised, when it was obtained and where the signed or recorded evidence is held.
4. Create or open the lending opportunity using your business’s procedure. Name the responsible broker and the person collecting the supporting documents.
5. Match documents to the person and fact they support. Record the document’s date and any outstanding replacement, such as a newer payslip.
6. Confirm the next staff member can open the opportunity and locate its supporting records using their own account. Resolve access problems before the handoff.

Give one person responsibility for updating shared client information. The processor can collect evidence and identify a discrepancy, while the broker decides how a changed fact affects the proposed loan. This prevents two staff members from working from different versions of the client’s circumstances.

Keep consent for the loan enquiry separate from the client’s marketing preferences. A document arriving in the file also doesn’t prove that every proposed borrower has authorised every intended use of their information. Follow your brokerage’s approved consent process for each person and purpose.

A Household Handoff Example

In this fictional example, Mia and Alex enquire about buying a home together. The broker records both as proposed borrowers and assigns Jordan, the processor, to collect their financial documents. The file note identifies where each borrower’s consent is held.

Before Jordan finishes collection, Alex tells the broker that only Mia will apply. The broker records the change with its date and explains which application details need updating. Jordan checks the borrower list against the revised fact find and identifies the supporting records Mia still needs.

Alex’s existing documents stay subject to the brokerage’s record-retention and access rules. Jordan doesn’t treat Alex’s consent as Mia’s consent or carry Alex’s income into Mia’s application. The handoff note names the broker who must review the changed borrowing position before the file progresses.

If you use Bulma for lender-policy research, keep the quoted policy wording with the relevant file note. Bulma’s Policy Advisor quotes the lender documents behind its answers. Identify the client facts the research uses so another broker can see when a changed borrower or income makes earlier research outdated.

Track the File Across Roles

Track progress through assigned tasks and stage changes that match completed work in your brokerage’s MyCRM setup. LMG documents configurable workflows and reminders, so agree which event moves a file forward and who can make that change.

A task owner and a responsible broker have different jobs. The task owner completes the next action, such as collecting a statement. The broker remains responsible for reviewing the application and making the lending recommendation.

Agree the Configuration With Your Administrator

Before changing a team’s handoff process, ask the network administrator to confirm these operating rules.

• Which stages apply to residential opportunities, and what must be complete before each change?
• Which staff roles can view documents, update client details or reassign a file?
• Does a stage change create tasks or send a client message automatically?
• Who receives an overdue task, and who covers it when its owner is away?
• Which support route handles a permissions problem, and which handles a lending or compliance question?

Write the answers into your team’s procedure. For example, an automated client message triggered by a stage change needs a different checkpoint from an internal task assignment. A processor must know whether moving the stage communicates with the client.

LMG’s MyCRM Intelligence announcement describes My Note Writer drafting notes from application data and My Quality Assurance flagging missing information and mismatches. Outputs can be reviewed, edited or overridden. Correct the underlying application details and review the output before relying on it in the file.

Confirm That the Handoff Worked

Leave a handoff note that identifies the current borrowers and the completed work. Name the next action’s owner, its due date and any issue that blocks progress. Give the next colleague the location of the evidence instead of a general instruction to find it.

If the colleague can sign in but cannot see the opportunity, ask the administrator to check business membership and file permissions. If the opportunity opens but documents are missing, check the client record and document location before requesting duplicates. Use the network’s support route when an expected action fails.

Finish the handoff when the receiving colleague can find the current consent and evidence, explain the outstanding work and identify who will complete it. Advance the stage only when the checkpoint in your team’s procedure is met.