Position: Client Liaison OfficerSalary: AU$1,700-AU$2,500/monthWork Schedule: 9:00AM - 6PM Philippine TimeOVERVIEW:This role is responsible for managing the client journey from initial contact through to settlement. The focus is on delivering a smooth, well-supported experience by coordinating communication, collecting and validating documents, and ensuring files progress efficiently through the pipeline. RESPONSIBILITIES:Client Contact & Appointment BookingContact inbound referrals using a structured approachQualify at a high level and book meetings for brokersAct as the first point of contact and set clear expectationsDocument Collection & OnboardingGuide clients through document requirementsCollect and organise documents over a 5–7 day periodValidate basic requirements (e.g. in-date payslips, completeness)Enter and maintain accurate client data in the CRMPipeline & CRM Management Maintain accurate and up-to-date CRM recordsTrack file progress and follow up consistentlyEnsure no applications stall due to missing informationHandover to Credit AnalystsPrepare complete and accurate files for submissionManage handover to the credit analyst teamSupport analysts with follow-ups and outstanding itemsPost-Approval & Settlement Support Notify clients of approval and guide next steps Assist with final document collection Support clients through to settlement RequirementsQUALIFICATIONS:3-5 years experience in AU mortgage broking or loan processingStrong understanding of standard document requirements Experience using Mercury CRM (essential – applications without this will not be considered)Excellent communication skills (verbal and written)High attention to detail and organisationAbility to manage multiple files and follow up consistentlyProficiency in Microsoft Office, Teams, and SharePointKey Attributes Strong customer service mindsetPatient and persistent when working with clients Process-driven and detail-focused Takes ownership of tasks through to completion Reporting & Relationships Reports to: Directors Works closely with: Mortgage Brokers and Credit AnalystsExternal stakeholders: Clients, Lenders, Solicitors PREFERRED SKILLS/EXPERIENCE (nice to have):Certificate IV in Finance and Mortgage BrokingExperience in a broker support or client service role
Position: Client Liaison Officer
Salary: AU$1,700-AU$2,500/month
Work Schedule: 9:00AM - 6PM Philippine Time
OVERVIEW:
This role is responsible for managing the client journey from initial contact through to settlement. The focus is on delivering a smooth, well-supported experience by coordinating communication, collecting and validating documents, and ensuring files progress efficiently through the pipeline.
RESPONSIBILITIES:
Client Contact & Appointment Booking
- Contact inbound referrals using a structured approach
- Qualify at a high level and book meetings for brokers
- Act as the first point of contact and set clear expectations
Document Collection & Onboarding
- Guide clients through document requirements
- Collect and organise documents over a 5–7 day period
- Validate basic requirements (e.g. in-date payslips, completeness)
- Enter and maintain accurate client data in the CRM
Pipeline & CRM Management
- Maintain accurate and up-to-date CRM records
- Track file progress and follow up consistently
- Ensure no applications stall due to missing information
Handover to Credit Analysts
- Prepare complete and accurate files for submission
- Manage handover to the credit analyst team
- Support analysts with follow-ups and outstanding items
Post-Approval & Settlement Support
- Notify clients of approval and guide next steps
- Assist with final document collection
- Support clients through to settlement
Requirements
QUALIFICATIONS:
- 3-5 years experience in AU mortgage broking or loan processing
- Strong understanding of standard document requirements
- Experience using Mercury CRM (essential – applications without this will not be considered)
- Excellent communication skills (verbal and written)
- High attention to detail and organisation
- Ability to manage multiple files and follow up consistently
- Proficiency in Microsoft Office, Teams, and SharePoint
Key Attributes
- Strong customer service mindset
- Patient and persistent when working with clients
- Process-driven and detail-focused
- Takes ownership of tasks through to completion
Reporting & Relationships
- Reports to: Directors
- Works closely with: Mortgage Brokers and Credit Analysts
- External stakeholders: Clients, Lenders, Solicitors
PREFERRED SKILLS/EXPERIENCE (nice to have):
- Certificate IV in Finance and Mortgage Broking
- Experience in a broker support or client service role
