Support Staff on Broker Portal

As a broker, you can give your support staff access to your portfolio in Broker Portal. Giving support staff access will enable them to securely:

• track the status of your in-flight applications
• view the loan information for your existing clients such as the loan structure and repayment details
• request variable rate reviews for your existing clients, and
• connect with us via live chat for assistance on wide range of queries for your inflight applications and existing clients.

Your support staff will be provided with their own dedicated log-in credentials, which they can use each time they log in.

To give your support staff access to your portfolio in Broker Portal:

1. Log in to Broker Portal
2. Navigate to the Support Staff page on the left panel
3. Click Add support staff member in the top right corner
4. Check existing access – your support staff may have already been added by another broker in your office, you can check the ‘Existing Support Staff in Office’ list to see if they’ve already been given access and click Add to my team.   
5. If they haven’t already got access, click Add a new support staff member. You’ll then be prompted to provide the following details for the support staff member you’d like to add:

• their first name
• their last name
• their date of birth
• their work email address 
• their mobile number (which is required for multi-factor authentication when they log in to Broker Portal).

6. Please check your support staff’s details carefully as incorrect information will impact the onboarding process. Once you’ve checked this information, then click Continue.  
7. Review and acknowledge your understand the terms and conditions.
8. Once acknowledged, your support staff member will shortly be added to your ‘Support Staff’ list in Broker Portal. 
9. They’ll then receive an email from us with information on how they can access Broker Portal.

You’ll need to share your support staff member’s contact details, so we can set up their user profile in Broker Portal. Their contact details will also be used for:

• multi-factor authentication with Macquarie Authenticator – through their mobile phone, when they log into the Broker Portal, and
• receiving email communications for support staff via their email address.

International mobile numbers can generally be used for support staff based overseas.

Support staff can have access to multiple brokers’ portfolios in Broker Portal. The scenarios below detail the best way to set this up for your staff and your office.

For support staff in the same office

Support staff will only need to be set up once for each office they support.  Once they’ve been set up, you’ll be able to provide them with access to your portfolio in Broker Portal by adding them to your team from the ‘Existing Support Staff in Office’ list. Your support staff will only need one Macquarie ID to access multiple brokers' portfolios in Broker Portal. 

To search for applications and existing clients for each broker, they can log in using their Macquarie ID and then can access information for all brokers using our self-serve digital tools (e.g. inflight application tracking and viewing existing client details, including requesting a variable rate review).

Managing multiple Macquarie IDs for the same office

If your support staff has received multiple Macquarie IDs from brokers in the same office, this means that the staff member has been added as a new support staff member by multiple brokers. You should remove access for the duplicated support staff in the Broker Portal. Instead, you should provide them with access to your portfolio in the Broker Portal by adding them to your team from the ‘Existing Support Staff Office’ list. 

Definition of ‘same office’

For the purposes of support staff accreditation, ‘same office’ refers to brokers within the same office and same aggregator. An office with multiple locations, may not always be considered a ‘same office’.

For support staff across multiple offices

If brokers from different offices are supported by the same staff member, they’ll need to be set up separately, following the above process, for every office they support. For every office, the support staff will have a different Macquarie ID and log in details.  They’ll also need to link each Macquarie ID to their Macquarie Authenticator.

When using our self-serve digital tools (e.g. inflight application tracking, live chat and requesting a variable rate review for existing clients), the support staff will need to log in using the Macquarie ID linked to the broker that introduced the application.

Please check your support staff’s contact information has been entered correctly when you register them, as any incorrect information will impact the onboarding process.

If your support staff:

• hasn’t received the welcome email with their log in details – check the email address you entered is correct.
• aren’t receiving the SMS when setting up Macquarie Authenticator to complete the multi-factor authentication check their mobile number is correct.

If their contact details are incorrect, you’ll need to remove their access and request access for them again with the correct contact details. They’ll receive a new Macquarie ID, which will need to be linked to Macquarie Authenticator when they next log in to Broker Portal.

To update your support staff member’s contact details, you’ll need to remove their access and request access for them again with their correct contact details, which takes up to five minutes. They’ll receive a new Macquarie ID, which will need to be linked to Macquarie Authenticator when they next log in.

As an accredited Macquarie Broker, it’s your responsibility to:

• ensure your support staff member’s contact details are kept up to date in Broker Portal, and
• remove your support staff member’s access from your portfolio in Broker Portal when it’s no longer required.

You can review and manage your support staff member’s access to your portfolio in Broker Portal in the Support Staff section of Broker Portal.

To remove a support staff member’s access to your portfolio in the Broker Portal:

1. Log in to Broker Portal
2. Navigate to the ‘Support Staff’ page on the left panel
3. Search for the support staff member whose access you’d like to remove
4. Click ⁞ and select Revoke access
5. Confirm the request.

To remove access for multiple support staff, you’ll need to complete the above steps for each staff member you’d like to remove.

If you’ve accidentally removed access for a support staff member, you can request access for them again, which takes up to five minutes. They’ll receive a new Macquarie ID, which will need to be added to Macquarie Authenticator when they next log in to Broker Portal.

There are some scenarios where your support staff will automatically lose access to Broker Portal. Examples include:

• If you’ve moved offices
• If you’ve changed aggregators
• If you’re no longer an accredited Macquarie Broker.

If applicable, you’ll need to re-add your support staff to provide them with access to your new office and/or aggregator.

If we remove your support staff member’s access, we’ll send an email to you and the support staff member to let you know.