Client Liaison Officer – Australian Mortgage

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the client journey from the initial contact to the settlement phase.

• Provide a seamless and well-supported experience by managing communication effectively.

• Gather and verify documents, ensuring files advance smoothly through the pipeline.

• Reach out to inbound referrals using a systematic approach.

• Assess client qualifications and schedule meetings for brokers.

• Serve as the first point of contact and set clear expectations for clients.

• Assist clients in understanding document requirements.

• Collect and organize necessary documents within a 5–7 day timeframe.

• Confirm basic requirements (e.g., current payslips, completeness of information).

• Input and maintain precise client data in the CRM system.

• Keep CRM records accurate and current.

• Monitor file progress and consistently follow up.

• Ensure that no applications are delayed due to missing information.

• Prepare comprehensive and accurate files for submission.

• Manage the transition to the credit analyst team.

• Assist analysts with follow-ups and unresolved items.

• Inform clients of approvals and guide them on the next steps.

• Help with the final collection of documents.

• Support clients throughout the settlement process.

⛳️ Requirements

• 3-5 years of experience in Australian mortgage broking or loan processing.

• Strong knowledge of standard document requirements.

• Experience with Mercury CRM is essential (applications lacking this will not be considered).

• Exceptional communication skills, both verbal and written.

• High attention to detail and strong organizational skills.

• Ability to manage multiple files and follow up consistently.

• Proficiency in Microsoft Office, Teams, and SharePoint.

• Strong customer service orientation.

• Patient and tenacious when working with clients.

• Process-oriented and detail-focused.

• Takes ownership of tasks until completion.

• Certificate IV in Finance and Mortgage Broking is a plus.

• Experience in a broker support or client service role is desirable.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.

• Flexible working arrangements.

• Access to the latest industry tools and technology.