The Virgin Money broker portal for Australian brokers is the VMA Broker Portal, the site Virgin Money Australia links from its own home-loan help pages. Virgin Money no longer accepts new home-loan applications through brokers, so the portal now serves existing customers’ loans. Use it to download discharge forms. Pricing requests for existing customers go through Virgin Money’s separate pricing portal, and existing customers’ maintenance, variation and top-up needs go to its support team on 13 81 51.
Choose the Australian Broker Entry
Virgin Money Australia’s How to close your home loan page links brokers to the Virgin Money Broker Portal. The portal sits at vmabroker.microsoftcrmportals.com and calls itself the VMA Broker Portal. Its footer names Virgin Money (Australia) Pty Limited. It also names Bank of Queensland Limited, Australian credit licence 244616, as the lender that issues Virgin Money home loans.
Virgin Money in the United Kingdom is a different business, now part of Nationwide. It runs a site for UK mortgage intermediaries at intermediaries.virginmoney.com, and its products, criteria and logins cover UK mortgages only. An Australian broker working on an Australian client’s loan uses the VMA Broker Portal or virginmoney.com.au.
The portal’s own notice sets out what the Australian channel now covers. Virgin Money’s home-loan origination platform has been decommissioned as part of BOQ Group’s digital transformation, and broker lodgement of its home loans has stopped. Virgin Money still supports existing customers’ maintenance, variation and top-up needs. Brokers keep access to the broker portal and to the pricing portal for existing customers’ pricing requests.
For other lenders on your panel, the directory of broker portals lists each lender’s entry.
Separate Accreditation From Portal Access
Accreditation is Virgin Money’s approval for you to write and manage its home loans. Portal access is the login that follows it. The portal says accredited brokers receive an invitation with a unique code. You redeem that code under Redeem invitation on the portal’s sign-in page to register for access.
The portal still directs brokers who want accreditation to their local business development manager (BDM). Because Virgin Money accepts no new home-loan applications from brokers, ask the BDM what an accreditation would cover before you start one.
If you are already accredited, confirm your own account authority this way:
- Sign in with the username and password you registered with your invitation code.
- If you never received a code, or yours doesn’t work, email broker@virginmoney.com.au and ask for a new invitation.
- Send changes to your accreditation details to broker.accreditations@boq.com.au, the accreditation maintenance address on Virgin Money’s broker contact sheet.
That BOQ address handles Virgin Money accreditation records, but the two lenders keep separate broker portals and sign-ins. A BOQ broker portal login stays a BOQ login. Sign in to the VMA Broker Portal with your own Virgin Money account, never a colleague’s credentials or your BOQ details.
Hand Off a Home-Loan Request
A discharge is the clearest servicing request that runs through the portal. Virgin Money’s closing page says brokers can download four discharge authority forms from the VMA Broker Portal. These are the Sale/Release, Partial, Substitution and Debt Repaid forms. Brokers can also ask the Broker Support Team on 1300 888 888 for them.
Hand off a discharge in this order:
- Confirm the client’s loan is a Virgin Money Australia home loan and choose the form that matches the request.
- Sign in to the VMA Broker Portal and download the current version of that form.
- Confirm the receiving channel with Virgin Money before you send it. Its broker contact sheet lists Support@virginmoney.com.au and 13 81 51, option 1 then 5, for post-settlement and release requests.
- Have the client complete and sign the form, then send it to the channel Virgin Money confirmed.
- Record the lender’s request reference in the client file, with a copy of the form you sent.
A refinance to another lender takes a different route. Virgin Money asks brokers to have the customer call the VMA Home Loan Retention Team on 13 81 51, option 1 then option 2. The team answers from 9am to 5pm AEDT, Monday to Friday. That team supplies the Refinance Discharge Authority form.
An existing customer’s variation or top-up is the other request the portal notice supports. Before you prepare one, email broker@virginmoney.com.au to confirm your accreditation covers it and to learn which team receives it. Keep the reference Virgin Money gives you in the client file. A new loan for a new client has no broker route at Virgin Money, so place it with another lender on your panel where you hold accreditation.
Sending a form only shows that you sent it. Virgin Money accepts a release request only on its current form, and its closing page says processing can take up to 20 days after it receives the form. Wait for Virgin Money to confirm it has received and accepted the request before you give the client a settlement date.
Resolve an Access or Servicing Problem
For a forgotten password, select “Forgot your password?” on the VMA Broker Portal sign-in page. If the reset fails, your invitation code doesn’t work or the portal rejects an account you know is active, email broker@virginmoney.com.au. The portal’s contact sheet lists it as the main address for broker support and all enquiries.
When Virgin Money hasn’t acknowledged a request, contact the team you sent it to and quote the existing reference. Ask them to confirm they have the request and what is still outstanding. Send the form again only if they tell you to, and log their answer and the reference in the client’s file notes.
