Signing and returning loan documents - purchase and refinance applications

Once your customer’s application is formally approved, we’ll keep you and your customer updated. These communications will include: 

• A message from our team to confirm the formal approval status: 
  • to you and your team, via a back-channel message (BCM) and on the Broker Portal
  • to your customer, via an email from us. 
• You’ll both also receive an email, generally within 4 hours, containing the: 
  • formal approval
  • loan summary
  • our panel solicitor details, and 
  • a construction pack (for Construction Loans only). 

To ensure a smooth process, once you’ve received formal approval, it’s a good time to double check the contact details of each applicant in ApplyOnline (AOL).

Please check each applicant's:

• email address and mobile number to ensure they receive the loan documentation and SMS verification to open the DocuSign.
• postal and delivery address for debit and credit cards. Once we’ve received the loan documents back, where applicable, we’ll set up their credit card and offset accounts. This may include cards to be sent to their postal address prior to settlement. 

The panel solicitor will manage the preparation and issue the loan documentation.

Once prepared, they’ll send:

•  the documents to you and your customer via email with a DocuSign link
• prompts to generate an SMS code to access the loan documentation pack.

To sign, all borrowers need to:

• review and electronically execute the loan documents in DocuSign, or
• if your customer doesn’t wish to sign electronically, you can print the documents and arrange for them to physically wet sign the documents and their signatures must match the ID documents provided.

Note: all borrowers must use the same method to sign documents.

When your customer has signed all loan documents in DocuSign for their purchase or refinance application, a confirmation email will be sent to both you and your customer with instructions to download the completed loan pack. Typically, if you haven’t received this email, your customer hasn’t completed the loan documents. All loan documents need to be completed before the DocuSign file is completed.

Once you receive the loan documents, the completed loan document pack is only available for download for 90 days post-signing.

If a document requires a wet-ink signature (e.g. original signed documents like guarantor documents), it’ll need to be returned to our panel solicitor’s office. Their contact details can be found on the formal approval letter, in Broker Portal and on the cover sheet of the loan documentation pack.

The panel solicitors will start the process of arranging settlement with all the interested parties. See Booking and preparing for settlement - purchase and refinance applications for more information.

Once the loan documents have been signed and returned, where applicable, we’ll proceed to set up each applicant’s new offset and/or transaction account(s). Each account holder will receive a welcome email containing: 

• their Macquarie ID for Macquarie Online Banking and the Macquarie Mobile Banking app
• details of the new account(s) 
• confirmation that any requested debit cards are being issued
• instructions on how to access Macquarie Online Banking to set up their new transaction or offset accounts.