Broker guide
MSA LoanTrak: Broker Access and Settlement Updates
Use MSA LoanTrak for lender-appointed settlement updates, understand milestones and commentary, and resolve missing document or booking issues.
- Published
- Updated
The MSA broker portal is LoanTrak, where you track documentation and settlement work on files a lender has appointed MSA National to handle. Use the file’s outstanding requirements and messages to identify who must act next. The lender still decides credit approval and policy exceptions.
When MSA and LoanTrak Apply
MSA National prepares mortgage documents and handles settlement work when a lender appoints it for the loan. A lender’s approval and instructions start that downstream work. For example, AMP Bank’s 13 June 2024 partnership announcement describes MSA’s documentation and settlement role.
LoanTrak gives brokers and lender business development managers (BDMs) visibility into the appointed file. A broker can follow progress and contact the MSA file owner about an outstanding requirement. Credit assessment, lending policy and changes to the approved loan remain with the lender.
Before using LoanTrak, match the lender’s appointment notice or MSA correspondence to the borrower and loan reference. If another provider handles the file, use that provider’s system. The broker portal directory helps you find the lender or provider destination, while the First Mortgage Services access guide covers files appointed to that separate provider.
Access LoanTrak
Open LoanTrak through MSA’s official LoanTrak page. As at October 2026, that page says MSA emails a unique login and password when it receives your first loan approval.
- Find the MSA email for your appointed file. Match its borrower and lender reference to your own records before using the login details.
- Sign in through the official LoanTrak destination. Use your own account so the loans shown reflect your access.
- Locate the matter using its lender or MSA reference. Open the matching file and check its details before sending documents or a message.
- Read the latest outstanding requirement and file-owner communication. You have reached the right file when the borrower, lender and reference agree with the appointment correspondence.
If the login email hasn’t arrived or the matter is missing, contact MSA’s technical support at support@msanational.com.au. Its contact page also lists newloans@msanational.com.au and 1300 672 007 for new-loan enquiries. Give the lender, borrower reference, MSA reference if issued and current file stage, together with the account email and the error you see.
Ask MSA to resolve the account or file assignment. A missing matter alone doesn’t establish that the lender has declined the application or cancelled MSA’s appointment.
Read Milestones and Commentary
Use LoanTrak’s progress history to identify the completed stage, then read the outstanding requirement to find the next action. MSA’s March 2022 LoanTrak user guide describes date-stamped completed milestones and messages retained as matter notes.
The guide groups outstanding requirements by the party responsible, including the broker, borrower, lender and solicitor. It also describes messages to the MSA file owner. Read that commentary with the milestone instead of treating progress on its own as settlement confirmation.
For a hypothetical file, a completed document-sending milestone followed by a request for building insurance means the insurance requirement still needs action. Identify the person gathering that evidence and send it through the file’s instructed route. Then ask the file owner whether it satisfies the requirement.
Record the requested item, responsible party, submission date and MSA’s response in your file notes. An upload is evidence of submission. MSA’s review determines whether the document clears the outstanding requirement.
Documents and Settlement Blockers
Missing supporting evidence or incomplete signed documents can leave an MSA file waiting for review before settlement can be arranged. As at October 2026, MSA’s digital-document FAQ says the electronic pack lists documents the lender requires, such as bank statements or building insurance.
The FAQ explains that MSA reviews the signed documents after all borrowers sign and identifies any outstanding requirements. It also directs users to contact MSA about mistakes discovered after signing. Use that process for the affected pack and keep the required correction with the file owner’s instructions.
Route each blocker to the party responsible for it.
| What Is Holding the File | Who Must Resolve It | What to Record |
|---|---|---|
| Missing signature or incomplete document | Borrower and MSA file owner | Required correction and signing instructions |
| Insurance or bank evidence requested | Party collecting the evidence and MSA file owner | Requested evidence, submission and review outcome |
| Change to approved loan details | Lender, with MSA handling resulting documentation instructions | Lender’s decision and any replacement documents |
| Outgoing lender’s discharge outstanding | Outgoing lender or its appointed discharge provider | Authority receipt, payout and release arrangements |
| Contract or conveyancing question | Client’s solicitor or conveyancer | Advice or action affecting the settlement arrangements |
Ask the MSA case manager what remains before booking and whether the proposed date is available. Retain that answer and the next action. Tell the client a booking is confirmed only when the appointed parties confirm it for the file.
Discharge Coordination on an Appointed File
For an MSA discharge request, first establish that the outgoing lender appointed MSA for that particular mortgage. An incoming loan handled by MSA doesn’t establish that MSA also handles the outgoing security release.
Use the outgoing lender’s current discharge authority and submission instructions. MSA’s discharge-form page warns users to ensure the form is the version the relevant mortgagee currently uses. A form listed there is therefore a starting point for identifying the lender’s authority, not confirmation of appointment or currency.
Before submission, record the outgoing lender and loan account, security being released, case reference and nominated receiving route. Keep the signed authority’s receipt and the contact responsible for its status. Payout approval and authority to release security remain with the outgoing lender or the party it authorises.
As at October 2026, MSA lists discharges@msanational.com.au and 1300 672 729 for discharge enquiries. Use those contacts for an MSA-appointed discharge matter and supply the lender and case reference. Ask which requirement remains, who must complete it and what confirmation is needed before settlement can proceed.
Retain the discharge response separately from the incoming loan’s document update. Confirm both sets of arrangements before telling your client that the refinance settlement is booked.
