FlexFlow

What is Assist?

Assist is a part-time support option for businesses that want consistent help without committing to a full-time Support Officer. It works well as a trial period, a stepping stone toward full-time support or simply a way to scale in a controlled and cost-effective way.

With Assist, your Support Officer works to a fixed schedule. You choose either a morning or afternoon shift, and they work with two businesses each day, separated by a one-hour lunch break.

Example:

• Broker A: 8am–12pm

• Broker B: 1pm–5pm
  Each shift includes a 15-minute paid break.

• You can also use Assist to temporarily access full-time help through our Relief program at the daily rate. If that support becomes ongoing, the agreement moves across to a full-time program and the remaining onboarding fee applies.

 
What’s the difference between Relief and Assist?
Both options provide part-time offshore support, but the schedules work differently.

• Relief assigns a Support Officer to your business on set days each week.

• Assist assigns a Support Officer for four hours every day, five days a week, in either an AM or PM shift.

 
How long until my Assist Support Officer can start?
Your officer can begin seven days after we receive your completed application.

 
What are the benefits of Assist?

• No lock-in contracts

• A dedicated Support Officer on the same shift each day

• Pay per day, billed monthly

• A broader range of tasks compared to On-Demand

• Quick onboarding and offboarding

• Unlimited opt-in/opt-out under a single joining fee

 
What are the terms of Assist?

• You must select either an AM or PM shift. This cannot change from day to day.

• Daily rate:

• Joining fee:

• No minimum or maximum term

• If you move to full-time support, the remaining of the onboarding fee applies

 
Can a Support Officer be shared under Assist?
Yes. Assist Officers can be shared between businesses as long as both agree on a fixed AM or PM shift. Billing is still issued to each business separately.
A Support Officer cannot work across multiple businesses during the same shift. They can, however, assist multiple brokers within the same business.
 
Can I share a Support Officer under the full-time program?
No. Full-time programs provide dedicated, ongoing support for one business only. You may share the officer across brokers within your own business, but the cost must sit with the agreement holder.
 
What tasks can an Assist Support Officer complete?
Assist officers are trained across standard mortgage processing workflows. You’ll need to provide your own process guides so they can follow your specific steps.

They can assist with:

• Downloading and renaming documents

• File organisation

• Removing TFNs and CRNs

• Reviewing supporting documents for conduct issues

• Updating CRM with client, employment, financial and application information

• Living expense verification

• Ordering and reviewing credit reports

• Completing loan structure when provided

• Checking documents against lender requirements

• Uploading documents to your CRM or platform

• Pricing requests

• Ordering upfront valuations

• Preparing applications for signing

• Completing lender application forms (including VOI and discharge forms, excluding government schemes)

• ApplyOnline or platform data entry

• File health checks

• Basic lender follow-ups (information/document collection only)

• CRM notes and status updates

• Aftercare tasks including:

  • Interest-only expiry checks

  • Fixed-rate expiry checks

  • Equity release opportunities

  • Rate improvement opportunities

  • Settlement anniversary reviews

 
What tasks are off-limits?
Assist officers cannot perform any task that involves giving credit advice or making recommendations. Those activities must be completed by a licensed broker.
 
What is the cost of Assist?

• Joining fee:

• Daily rate:

There is no lock-in period. The only requirement is that your chosen shift stays the same each day.
 
How is payment processed?
All charges are added to your monthly invoice and debited in arrears.
 
Can Assist cover a broker or staff member who is on leave?
Yes, as long as another broker, CSM or team member remains available to provide direction and oversight when required.
 
How do brokers communicate with their Support Officer?
Communication is available through standard business tools such as:

• Google Chat

• Google Meet

• Email

• Zoom

• Microsoft Teams

• Slack

• Trello

Social messaging apps like Messenger or WhatsApp aren’t approved for work communication.
 
How are tasks handed over?
We recommend handing over tasks through your CRM or a task-management tool.
If that isn’t available, tasks should be sent in a clear and consistent format. You can also use our Task Allocation Tracker, which allows:

• Adding tasks for the day or week

• Tracking progress

• Leaving notes for the Team Leader if training is required

If shared document access isn’t available, your Support Officer will email their end-of-day report to the Team Leader.
 
How do I track daily progress?
If you aren’t using a task-management tool, your Support Officer can update the Task Allocation Tracker so you have live visibility of:

• Completed tasks

• Work in progress

• Tasks not yet started

• Notes on challenges or training needs

 
How many candidates will I receive?
You will receive one candidate profile at a time. If they aren’t the right fit, we will provide an alternative when available.
 
How does the Support Officer access my client files?
Provide editor-level access to their work email during onboarding. They cannot use personal or internal emails.
 
What if I don’t need support on a particular day?
Fees aren’t reduced for ad-hoc cancellations. If your Support Officer is scheduled to work, they will continue with other productive tasks such as:

• Lender follow-ups

• Back book reviews

• Client review lists

• Repricing requests

• Process documentation

• Workflow improvement

• Training modules

Fees are only adjusted if the Support Officer is on approved leave.
 
What happens during holiday closures?
Billing does not occur on national public holidays.
During end-of-year breaks, your Support Officer will continue to work their usual shift unless they are on leave. If your office is closed, they can complete tasks such as:

• Lender follow-ups

• Back book analysis

• Repricing requests

• Client review preparation

• Process documentation

• Workflow improvements

• Training

 
How much notice is required to offboard?
You can end the program with 24 hours’ notice.
 
Where can I find my Assist Agreement?
Your agreement will be emailed to you through DocuSign when issued and again once it’s fully executed. If you need another copy, we can resend it on request.