Welcome to the LoanHaus team — we're excited to have you onboard. At LoanHaus, we believe finance is more than just numbers and approvals — it's about helping people achieve their goals and create opportunities.

We pride ourselves on being approachable, informed, invested and genuine in every interaction. Our mission is to simplify the borrowing process, protect our clients' best interests and provide an exceptional customer experience.

LoanHaus (Car Loan Hunter Pty Ltd, ACL 526759) is an Australian finance brokerage specialising in consumer car loans, commercial lending, cashflow loans and insurance. We're based at 20 Morehead Street, Lambton NSW, and work with a panel of 40+ bank and non-bank lenders to find clients the best rate and repayment for their situation.

• Respond to all new leads as quickly as possible — target response time within 1 hour of receipt.
• Ensure every customer receives a professional, friendly and proactive experience from first contact through to settlement.
• Follow the LoanHaus Lead Management Process, including all call, SMS and email follow-up requirements (see Part 4).

Maintain accurate and detailed CRM notes on every application. Begin all notes with a clear summary of the customer profile and application outcome. Record all key information including:

• Medicare dependants
• Equifax enquiries
• Undisclosed liabilities
• Defaults or adverse credit history
• Credit score concerns
• First-time borrower status
• High LVR applications
• Older asset purchases
• Strong profile highlights
• Any other notable factors that may influence lender selection or approval outcomes

Ensure all conversations, lender discussions, policy exceptions and customer explanations are documented thoroughly.

• Follow all responsible lending and compliance obligations at all times.
• Ensure all recommendations are suitable for the customer's objectives, requirements and financial situation.
• Escalate any compliance concerns immediately.

All customer files must be maintained in a consistent and organised manner — see the full file set-up process under Part 5.

• Support fellow team members whenever required.
• Communicate proactively and professionally with brokers, support staff, lenders and referral partners.
• Raise issues early rather than allowing delays or problems to develop.

Team members rostered on call are expected to be available Saturday & Sunday, 9:00am – 5:00pm. Employees who work a rostered weekend receive one Rostered Day Off (RDO) the following Friday — or the RDO may be banked and a normal workday completed, subject to approval.

Saturday: respond to new leads, take finance applications, follow up outstanding customers, process and submit applications where required.
Sunday: monitor and respond to new leads, assist customers requiring urgent support, progress outstanding applications and settlements where necessary.

If you stay back to take a lead, submit an application, finalise a settlement, or resolve an urgent customer matter, you may adjust your start time the following day with approval from management, provided business operations are not impacted.

• Enter your leave dates into the team roster.
• Email Sandra advising of the requested leave dates as soon as possible.
• Management approval is required where more than one team member is absent at the same time, the leave request exceeds one day, or the request is within the next 2 weeks.
• Send a reminder to Sandra during the week prior to your leave commencing.
• Ensure all applications, customer files and follow-up tasks are appropriately handed over before commencing leave.

Unlike annual leave, personal/carer's leave often can't be planned ahead — so the priority is letting Sandra know as early as possible so arrangements can be made for the day.

• Let Sandra know as soon as you're aware you'll need to take leave — don't wait until your shift is due to start.
• Before 8:00am or after 6:00pm — send a text rather than calling.
• Between 8:00am and 6:00pm — a phone call is preferred so Sandra can ask questions and make arrangements straight away; if she doesn't answer, follow up with a text.
• Where possible, flag any customer follow-ups or urgent tasks that will need covering while you're away.

Customer communication

Answer all calls warmly, professionally and as promptly as possible. Keep customers informed throughout every stage of the application — as a minimum, customers should receive an update daily while their application is active. Avoid industry jargon and explain finance concepts in simple, easy-to-understand language.

Referral partner communication

Referral partners should be updated at every key stage of the application, with a minimum of one update per day on active applications.

As part of getting accredited through our aggregator, Fintelligence, you'll need to gather some supporting documents and complete two forms early on — these can take a little while to come through, so it's worth starting as soon as possible.

Mandatory supporting documents

• Police report (less than 3 months old)
• Equifax credit report (less than 3 months old)
• Photo ID — driver's licence front & back, or passport
• Work history / resume (employers, roles and timeline)

Forms to complete

• Fintelligence Loan Writer Information Form (personal details, supporting documentation and a declaration)
• Fintelligence Broker Accreditation Requirements Form (nominating which lenders and insurers you need accreditation with)

Both are kept as reference documents — see Part 7.

At LoanHaus, we're committed to creating an environment where our team feels supported, encouraged and empowered to grow. We believe strong culture creates strong customer outcomes.

Your 3CX login details are sent by email when your account is set up — use them to log into the Web Client (e.g. https://mycompany.3cx.com/webclient/) with your extension and password, or to set up the iOS/Android/Windows apps by scanning the QR code or opening the attachment in that email.

Making, receiving & transferring calls

Click an extension or search a name/number to call. Toggle the phone icon to route the call to your smartphone, deskphone or web client. To transfer: click "Transfer" (blind — enter the extension and hang up) or "Att. Transfer" (announce the call first, then click "Transfer").

Managing your status

Click the dropdown next to your avatar to set status and an optional message. Green = available, yellow = on a call, red = busy (calls divert to voicemail).

Voicemail

Dial your voicemail number, enter your PIN and press #, then press * to play messages — or use "Voicemail" in the Web Client or app. To set your greeting by phone: dial voicemail, enter PIN, press #, then 9, 8, 0 to record, # to end and 0 to save. From the Web Client: Settings > Greetings.

Deskphone

Dial and hit send, or select a contact from the Web Client — the call triggers on your deskphone if that's selected in the phone toggle. For a blind transfer, press "Transfer", dial the extension, then hang up.

Scheduling a conference

Click "Schedule Conference", add a subject, notes and time, then "Create Meeting" and add participants — they'll receive an invite with dial-in details.

LoanHaus has a small suite of internal AI-powered tools to support brokers day-to-day. All are LoanHaus-branded and accessed via the shared drive — no separate login is required unless noted. All AI chats are accessed within Claude.

If it's useful, you can explain what puts a customer in the top tier — ticking most or all of: property owner, 3+ years in residence, 3+ years in current employment, a new car, and a car loan-to-value ratio under 90%. Meeting this criteria will generally get the best advertised rate.

Frame this as part of your job as a finance professional — explaining the risks involved in taking on finance, and the options available to protect the customer, their credit rating and their family. Start from the unprotected repayment (just the finance on the car with no cover), then work up through what each option adds.

Once documents are back

Evaluate the documentation promptly, workshop the best lender options for the client's profile, and clearly communicate the recommended options back to the client to finalise the decision quickly.

Tips for increasing conversion

• Be genuinely personable and helpful — use empathy and show understanding of the client's needs.
• Clearly explain how our tailored lender comparisons can beat "headline" rates the customer might see online, and offer value beyond rate.
• Highlight the benefit to their credit score and loan outcome of completing paperwork quickly.
• Persistence matters — follow the outlined schedule and keep detailed notes in Ambition for every interaction.

• Applicant information — full name as per licence. If under a visa, confirm which visa and expiry date (cannot assist if less than 12 months remaining).
• Residential — renting (sole or joint lease), boarding (name and phone number of who they board with), or mortgaged (joint or sole). Collect 3 years' history. Ask about investment properties and rental income.
• Employment — full-time, part-time or casual, and where the company is based. Collect 3 years' history.
• Income — any additional income, and whether a partner receives an income (providing a partner's income helps offset shared expenses — it doesn't make it a joint loan).
• Assets — savings (note if under $100 across accounts — can be a flag for some lenders), other vehicles owned, recreational items, household contents value, other assets.
• Liabilities — credit cards, personal loans, short-term/payday loans, and Afterpay/Zip-type accounts (some lenders treat these as a liability).
• Living expenses — go through each category; for partnered customers get costs for both parties (e.g. 2x mobile phone, all vehicles' running costs) and ask about education or childcare costs where relevant.
• Loan features — ask about preferences like extra repayments or no early termination fees.
• Declaration questions — bankruptcy, unsatisfied court judgements or defaults, hardship applications in the past 2 years (skip for first-time borrowers), last finance application and outcome, what they'd cut back on to accommodate repayments, any foreseeable changes to circumstances.

• Open the driver's licence and go to the correct shared file location (CLH or SJFS).
• Search for an existing file using: Last name, First Middle (as written on the licence).
• If no existing file exists, create a new folder titled: Last name, First Middle.
• For a joint loan, create the folder in applicant one's name first, e.g. "Smith & Jones, John Middle & Sam Middle".

• Save the Privacy consent form, Credit Guide & Quote, and Conditioning sign-off (if applicable).
• Open and check each document is clear and fully visible — reject and re-request any that aren't.
• Title documents using standard names: Driver Licence Front, Driver Licence Back, Medicare Card, Selfie ID, Payslip [payment date, e.g. 01.01], Rates Notice.
• Bank statements go in a "Bank Statements" sub-folder, saved as-is without renaming.
• Title any additional documents appropriately.

• Confirm full name is spelt correctly, and DOB and address match the licence — fill in licence number, expiry, employer ABN, phone, address etc.
• Note any discrepancies.
• Cross-check Equifax against the Ambition application — note any enquiries in the last 6 months, or any adverse or undisclosed liabilities.
• Complete PAYG and income/credit file analysis.
• Form an overall understanding of the profile and what to look out for with lenders — check the lender guidelines to see who will do the profile.
• Check interest rate charts in the shared drive and rate-quote the most competitive options — note these on the file.

If you're still waiting on documents by the following morning, follow up with a phone call — and if there's no answer, send the follow-up conditioning SMS.

Once privacy and documents are back, create the Paperport folder, save all documents (including privacy consent and conditioning), and start with the licence — confirm the name is spelt correctly and the address is current (get proof of address if not). Input the licence details and run a credit check.

Open payslips alongside the PAYG calculator and calculate income. If the YTD and pay period figures are drastically different, query this with the client — lenders will take the lower figure unless there's a reasonable explanation to workshop with the lender for the higher one.

Update income and employer details in Ambition. Use the income and credit file analysis to confirm capacity, going off the higher of HEM or customer-declared expenses. If customer-declared is significantly higher than HEM and capacity is tight, discuss a budget with the client. For anything else, discuss with Sandra.

• Contact the employee's HR/payroll team — if that's not possible, speak with their manager or company director.
• Get the full name and title of the person you're speaking with.
• Establish the client's employment status, start date, income, and whether their employment is ongoing (not on a fixed contract).
• If payroll won't divulge information over the phone, offer to email/fax the signed privacy form with the list of questions.
• If the income doesn't match what the applicant stated, find out why — a change of job role, new payroll system, pay rise, change of ownership, or moving from a recruitment agency to being employed directly. Get the date the change took effect.
• If income has changed, you'll need a letter of employment confirming the change (or the last payslip before the change, if it was just a payroll/ownership change).

A letter of employment must include: start date, occupation, employment status, net income, and the date of any income increase. It must be on company letterhead including the ABN, signed and dated by the employer, with a contact number.

• Confirm the purchase price and deposits in Ambition match the tax invoice.
• Documents tab > Signed Documents > Customer Signature — confirm the Privacy Consent form and Credit Guide & Quote are both present and dated prior to loan submission.
• Lender Submission Credit Proposal — if the deal came from a referral partner, check the bottom of page 2 to confirm the referral fee has been declared to the dealer/referrer.
• Preliminary Assessment — confirm the proposed repayment is less than the preferred repayment declared in Ambition's financial details (with a file note explaining why if higher), and that the assessment shows a surplus.
• Equifax credit check — confirm the applicant's current address is listed; that open liabilities are listed on the application with matching balances (or noted if not); and that any credit enquiries have a file note or are listed as a liability.
• Medicare — cross-reference the Medicare card against marital status and children quoted — if it differs, check for a file note explaining why.
• Bank statements — if held on file, cross-reference general living expenses against what's quoted in the Expenses section.
• Income — confirm there's a PAYG summary on file showing the lower of YTD or pay-period average, with a file note if the Ambition figure differs. If a non-signing spouse has a payslip, confirm there's a PAYG for them too.
• Compliance docs (consumer loans only) — confirm the signed Ambition application form and objectives declaration are on file. Rename the file type to "Compliance" to move it into Internal Documents, then rename the file to "Compliance docs".
• Insurance Certificate of Currency — confirm it's on file and notes the financier as the credit provider.
• Final Loan Summary — confirm the loan repayment matches the contract and is under the client's objective (with a file note if higher), and that the interest rate and Net Amount Financed both match the contract.

• A) Credit score — if one score is strong while others aren't, look for lenders who score off that one (e.g. Allied, Branded and ACL take the Veda 1.1 score).
• B) Adverse credit — late payments in the last 3 months, defaults (outstanding or paid), court judgements, bankruptcy.
• C) Number of enquiries — prime lenders generally won't like anything beyond 3rd string. Any payday lender enquiries, and how recent?
• D) Length of employment — full-time, part-time or casual, and how long — is there continuity?
• E) The vehicle — age, desired term (age can affect available term), and LVR — a high LVR may still be possible with a reasonable exception explanation.
• F) Capacity — if partner income is needed to offset GLE/rent/mortgage, which lenders allow this split?
• G) Loan features — fast turnaround needs (e.g. under 24 hours — Autopay), no early termination fees, or specific loan terms (some lenders only offer 3, 5 or 7 years).
• H) Bank statements (if available) — wage advances, days in negative, dishonoured payments, account clearing.